Getting a replacement???

To make a long story short, someone stole my cell outta my vehicle in June. I only ran into the store for like not even 2 mins and it was gone. Called Rogers, asked them to deactivate the phone and reported it as a stolen phone. They did and they are refusing to do anything about this. I called them roughly 4 times about this, and they still refuse to do anything about it. But to make matters worse, they hung up on me 3 times.

But according to their Handset Protection Guarantee:
If your device was lost or stolen, you can benefit from a $0 replacement device*. Visit a participating Rogers store to select and order your replacement device. We'll aim to have it ready for pick-up in 5 business days or less!

Most conveniently, you'll be offered a Courtesy Phone to use while your device is being checked and repaired, or while you are waiting for your replacement handset to arrive. It's that easy and that convenient.

I have yet to get my replacement device nor did they offer to give me a courtesy phone.

Im not sure what to do. Im just fuming here. This is bull****. They refuse to do anything.

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Ask to talk to a manager man, there is no way they can do this to you