overheating device

My phone overheated ,I reported the matter the following day and requested a loan unit on time so that when they collect the unit they can also deliver the unit .the agent I was dealing with then advised the assessment will only take few hours and they will deliver the phone same day .the phone was collected I am without a phone and they don't even bother to respond to emails now.I wonder where will they get hold of me if the don't reply to my mails because they now very well they did not loan me a device to use.