Poor case handling

I bought a refurbished I phone 12 last year September, the phone just suddenly stopped working. I then went to Markhams Mall of Africa, I provided my purchase details of which could be confirmed on their system. They could not book in the phone as they kept on asking the name of the provider which supp**** this phone, how could I know because I bought from bash website. Poor poor case handling. I went back the today, after showing them the receipt they took it and told me that they will communicate. I do not know when will it be back, what’s their turnaround time. Lesson learnt bye a phone direct from phone retailers