WE HEAR YOU-Please listen there is a difference

I submitted a claim for my damaged cellphone last week Friday 21 August. It was collected and sent away.<br> <br> I received a sms 25 August 2015 that a representative will contact me shortly. I am leaving the country for 6 months on the 31 August and need my phone. I am appalled by the lack of communication to update me about the next step.<br> <br> It is stressful time preparing to leave the country for this long and not knowing whether I will have a phone before I leave contributes to the the sense of dislocation, complications and frictions.