Item was lost and they are aware of it - Consumer Complaint for LBC - Head Office

As per picture attached, nagpadala ako (though ate ko ang nakipagtransact with lbc) ng used cellphone on october 22, 2020. Week passed and my brother did not received the item. Pumunta sya don sa isang branch to ask about it, nung una, wala raw yung item and deliveryman ang nakakaalam dun (wala po bang sistema regarding this? To pinpoint who is the delivery man and to check where exactly it is and also given na big company, I believe there is somewhat internal control to avoid this) on the 2nd time, they admit na nawawala yung item and offered to just pay the declared value of the item (something is fishy with this, parang sinadya, ganun lang yun? As if No accountability given na pinagkatiwalaan ang LBC to deliver the thing. Disappointed customer here). I sent email regarding this, they replied that the matter is being looked into. My brother asked me to follow up the matter on the Oceana branch. Since I got sick, it took me almost two weeks to go to the branch. Upon going there and presenting my receipt, it is as if they are well-aware that there is really something wrong with the item. They said that they will officially file the matter and advised me to wait for a call. I asked until when should I wait, she said 2 weeks and if i got no call, i should contact the number that she gave me, she did not gave me here name, her reason is that, lahat naman ng staff dun may access sa phone. Two weeks passed and no call at all. I texted the number to follow up about the matter. and got no reply. Today, my sister go there to follow it up. They insist that I should have called instead of texting. (Really? Are they too busy to not be able to read some texts and looked onto the matter? Walang custodian/ assigned personnel for that? It might be my error not to call, but text is still a mode of communication and i was able to address my concern and I have provided the track number. I think you should stop blaming your customer, we wont file for any complaint if the promised service was satisfied) . Until now, the answer we got is, they will investigate the matter. How long should we wait? Really? So slow,a month has passed. I believed the thing will not be lost if your personnel can be trusted and I think the item being lost is "sinadya". I hope taht proper sanction and penalties will be applied to those personnel who were in bad faith.