Tesco Mobile help please

warriorsend

My new phone (contract) is faulty. It's a Motorola G56. Troubleshooting has established the handset itself is faulty. When Tesco try to book a repair, the IMEI number isn't recognised on their repair booking system. The IMEI number matches what they have on their screens, so I don't know why. I've tried the online chat, customer services, I've been into store. Nobody at Tesco cn book repair due to this glitch within their system. Store Manager and Area Manager no help. I have insurance but they say it's warranty, not insurance, as the phone isn't damaged. I've raised 4 complaints explaining the repair / replacement can't be booked. All come back with advice to book a repair / replacement. I keep saying this isn't possible. Can anyone help me? Autistic, with disabled child, work with vulnerable children, need a functioning phone. Thank you.