Cell phone insurance

My name is Angela Dintshi; I’ve had Edgars insurance since 2015. On the 14.10.2017 I took my phone to Edgars Wonderpark for repairs and I was asked to sign a form and to leave my Phone as they were going to send it to their insurance Finrite. I was told the phone will take about 4/8 weeks to be fixed. After a week I phoned Finrite to check if they have received my phone and see if the claim was processed. I was told they were not going to fix it because the IMEI number on the clam form does not match the one on their system. I asked why am I not told about it, they said that I’m not their client Edgars is their client therefore Edgars is the one who was supposed to call me. Ok I then went to Edgars for more information. They told me Finrite is refusing to fix my phone because of the IMEI number. I have nowhere else to get the new IMEI number, or at least to get the one that matches what they have on the system. I got mine from the box that came with the phone. Paulos Mojalefa Makgae Store Admin Manager-Edgars Wonderpark was called to come assist me further. He then told me that he was going to phone Finrite and see how problem can be sorted as they also have the same IMEI number as the one I have. After a day or two the Manager (Paulos) called in to say that Finrite still refuses to fix the phone, I then told him that its fine they can return my phone, my money that I have been paying as well as interest so that I can go fix the phone myself. Paulos the Manager said that he was going on annual leave but I can come to the store at customer services to collect my phone and my money. I then went to Edgars to get my phone I was told they don’t have it and they don’t know anything about what I’m talking about. Neo, the lady who was assisting me at cellphone counter said that there’s nothing they can do about my problem unless I wait for Paulos to come back from his annual leave. I couldin’t understand why wait for someone who’s on leave when I insured my phone with Edgars and not with a specific person at Edgars. Today is day 33 I still don’t have my phone. It’s not like they are busy fixing it, its sitting somewhere in a drawer for no good reason. I’m struggling to get it fixed and I’m also struggling to get it back. I’m humbly disappointed by the bad service I received from Wonderpark Edgars. Not even once have I ever received a sincere apology for all this inconvenience. All I want is my phone, my money plus interest.