Very bad customer service at Edgars Cell phones Insurance

I bought a phone at Edgars (Samsung J5) and also took cell phone insurance with them . After about a year of using the phone I had a problem with the phone I took it back to Edgars for repairs . After a month of waiting the phone came back with a "new battery" according to what they said and I paid an access of R500 . When I got home I had the same problem with the phone I tried to return it , they advised that the battery is new and I should charge it properly and leave it to charge for at least 24hours, I did just that but I still had the problem but when I tried to take it back again, they guy from the cell phone department was not available and there was no one to assist me . Eventually I went there the guy told me to take the phone to CNA as Edgars was moving thus I gave it to CNA on the17/10/2017 . I am so unhappy with the cell phone insurance as I have been phoning regarding my phone they saying the phone is with CNA when I phone CNA they say they haven't receive my phone. I have been going back and forth which is sooo frustrating and exhausting .