Customer care, repairs, switch board

I have made 11 calls to customer care, just to find out how to make contact with the repair centre after receiving an email stating that I must make contact with them regarding collection of my phone. I ended up with the switchboard number, which I have called several time, and no one answers the call, after a few rings it goes to customer care again. 11 Calls 5 Days later, still no phone, I still don't know where the phone is.