No cellphone repair yet

I tried fixing the insurance from since November 2020, then today on the 21st April 2021 it is still not fixed and the consultant says that someone at the store named John called to cancel my phone repair, and they say they cannot confirm which store is the phone from, no one can really tell me what is happening from the store, to repairs to all call center consultants. How can a John just cancel a repair job with all documents in place and access payment done?