I'VE GIVEN UP ON THEM

My mother, Rachel Kgomongwe took her cellphone to Edgars in Greenstone Mall for repairs on the 9th of November. The phone was collected from Egdars Greenstone (Johannesburg) for repairs by Mtn Insurance. After repairing the phone, they decided to send it to Port Elizabeth. How did that happen, when the phone was collected from Jo'burg? How did it end up in PE? Now none of them wants to take responsibility for sending the phone that far. Whenever my mom goes to Edgars to go and inquire about the phone, she gets told stories. She's now tired of running after them. What must be done for her to get her phone back? Who's supposed to fetch it from PE?