EDCON SORT THIS PROBLEM

I bought the phone at Jet in greenstone october 2018, on the 16 december the nokia i bought just froze, i took the phone to jer greenstone and the phone was send to the service provider on the 7 January 2019. Since the when i call the ********** 748 for service provider they will tell me, they are offline, the query is not being proccesed. i am paying for the insurance for this phone, it seems as if the insurance is not protecting me. i ust dont know how many months or weeks must i wait for the phone, if it cant be fixed, why cant they give me another phone. i mean hello this is not even an expensive phone. why the drama? i am so sick of this really.