Wrong Infomation

I sent my phones for repairs at Edgards at edgars lephalale mall on the 27 of may and they didn't send them in for repairs i had to write to hello peter to have my phones sent in for repairs. at first when i called the insurance i was told the there was no claim for my phones and the other phone the emei number is different to the phone i had to request my phones to be sent back because they told me they wont fix them. but now today when i call to my surprise the consultant at finrite told me that the claim form is there. when i ask why was i told in the first place that there was no claim form she said she had no idea. so why are my they not sending my phones they told me that they are still waiting for a letter from from HOLLARD how long do i have to wait for my phones to be brought back. please i need them back so that i can send them back with the relevant documents.