Poor service Csurance

I lost a phone on the 17th of December 2022.. It took C surance over a month to replace it. Upon replacing it I realise that it is not a dual sim phone but the original phone I lost was a dual sim. I called them immediately and they advised I don't use it. I have waiting for a way forward. I was asked to go to a cell c store which is 5 hours away from my village, it was confirmed there that the phone is indeed not a dual sim. I have been sent from pillar to post to no avail. I still can't use the phone and I fear soon they will be telling me about the 14 days and may eventually refuse to take it back.