Edcon and Finrite bad service.

My mother bought a phone via Edcon and she took insurance, her phone was collected on the 13 January 2021 to date. When she goes ask the store she is now being told that Finrite which is the insurance company they work with took the phone and said they wont fix it as she cancelled insurance. My mother never cancelled insurance and was never notified about cancellation of that cell phone insurance. Why was the phone collected if insurance was aware that its cancelled? Why are you treating customers like this? So now 3 month without a cellphone how do you expect us to communicate with her for this long wothout her phone. My mothers name is Anna Mbatha with ID ***, cell phone discription Hisense E8. EDCON as a respected company how do you allow that your customers are I'll treated by your people. Please assist us and give us a way forward.