Bad customer service

On 23 Nov 2022 i went to Fochini Alberton for my cellphone insurance claim, on the 30Nov 2022 i received a call saying that my imei number does not match with the itc number, i went to the service provider Mtn to check they told me that the imei number that i have doesn't exist i went back to Fochini they told me me to request a letter from Mtn which they could not give because they aee a franchise i should call they customer service number which i did and they told me the tfg insurance must call them, on the 9 Dec 22 i call Tfg customer care they told the dont deal with cellphone insurance queries i must call them which i did i was told to email the slip i bought the phone with till today nothing was done