Sim Cover Damaged: Job#***2

Attention Manager: My mother E. Williams had brought in her phone for repairs on 16 Mar 2015 (Unaware that she was suppose to remove the sim)she gave phone to consultant Daniel, which I am sure should have also advised that she should have retained her sim card but did not and sent phone as is, it was sent for repairs after phoning more than once and advised it was not there, 3 weeks later we popped in at the store to find it was returned, without being fixed we were informed that it was unable to be fixed as it is more expensive she may as well pur'd a new phone or fix it at a stall else where. She signed her paper work that was handed to her and her phone was given back in bubble wrap, we had not checked the phone until we got home. When opening the phone, we noticed her Sim card is missing and her sim Cover/Tray is broken and not even accompanied with the phone in the bubble wrap, We called Your store and was helped by a gentleman Regan, he said that he called technicians and they not aware of it but they going to try and trace sim Cover and a sim card... almost 2 months of me calling back. I am told my mom needs to pay to replace a cover that she did not break. Not acceptable