Bad service from Edgars Sandton

I took a phone to Edgars in Sandton for warranty on the 17th May 2025, it's been a month already, when I followed up with a consultant on their WhatsApp line, I was told they sent an email to Sohva, I must tell the insurer to reply to their email, I was told they would speak to the manager, and revert back to me, but they all chose to remain silent. When I took the phone in, it was in good condition, the last time I went to follow up, I found it with scratches and not as I left it. I have pictures to prove it. Suddenly my phone had cotton wool on the charging point, how? I don't know. Can someone advice on how to report this further.