Store didn’t submit my documents for claim on the day I came in

I took a contract for my baby momma to make contact between I and the child easier as she was using her personal phone for work purposes, unfortunately she got ****** on the 20 October 2021 and I blacklisted the phone and got the ITC number at the time I was in Qumbu and I tried doing the claim over the phone and failed as network was bad and the consultant said I must go to a store with an affidavit and ID. I did that first week of December and was assisted by a lady called Assin or something she said she has submitted everything with the insurance she’ll call me when she has a response waited but nothing up until work came and had to go to Qumbu and from the I stayed and came back in March 2022 to follow up started at HILLCREST and they said they can’t assist me as I had already started with Pavilion vodacom only they can assist me. I then went there only to find out I’m in arrears of the phone I had made a claim on and wasn’t contacted to come and collect it or not and the manager of the store Mohammed Khan said I must first pay for them to be able to access my account and at the time they we’re going out for a prayer. I then came back on the 06 April to make a payment met with Sasha and she said the moment the money reflects they’ll continue with the claim and she then called me saying she is having difficulties as the system shows there’s a Mobicel C4 on my name covered by the insurance I should call the insurance to correct the error and I did that and the insurance said I must go back to store to continue with the claim and I did that and the consultant said my claim was denied due to late submission and I should contact the insurance again and I did that the insurance said for them on the system it showed they declined it due to usage and I must go back to the store because it showed that my claim was submitted on the 06 April 2022 not December 2021 and I did that met with the store manager who said he didn’t know that the lady even worked there and as I didn’t make the claim within 30 days irrespective that the consultant that was assisting me didn’t submit my documents he can’t help me I should just accept that my claim was denied and take accountability for my documents not being submitted on the day I came as it was my duty to follow up his words “if the phone was that important to you why didn’t I come on time or did the claim over the phone and when I came into the store why didn’t I do a follow as a person may die or get sick “he said he will escalate the matter he claims but I should not take it up with the store even though the consultant didn’t submit the documents on the day I came in and the consultant resigned and didn’t leave any documents q

Please assist in a best way you can because I feel like I’m being conned to take blame for the consultant negligence

Kind regards Mthobisi Cele