Delay in repairs

I'm with Santam and repairs to my Merc E200K was approved. A small job to the skirt on the left side. I received a call on Friday 18-09-2015 to say that I would be contacted on Monday 21-09-2015 to schedule an appointment for the repairs. I tried contacting them by phone and even sent two emails via their website on Tuesday and Thursday. No response/reply