Please repair my phone

I would like to state my utter dissapointment with hollard and edgars....I had taken my granddaughters cell phone to edgars for repairs after it got damaged. I was told I need to bring a letter stating why the phone was brought a month late and as stated in the letter that the phone was bought for my granddaughter who does not live with me and was refused to take the phone in for repairs herself as she was not the account holder,now as a working person she was unable to come sooner to bring the phone to me so I can take it back to the store.<br> <br> When she finally came I took it in, wrote the letter that was required and told to check on it later....I came back after a month but was told the matter has been escalated and to come back after 7 days, did that but the phone was still not returned at the store and I was requested to return after 5 days again and still no phone. Now what bothers me is that the phone is insured and I have never missed a payment but why should I be the one running after the service providers for months.<br> <br> I need answers from Hollard, if my phone won't be repaired nor replaced then I would rather have my phone back with the full insurance refund.