Bad Customer Service

I am a contract holder with cell c for More than 5 Years now. I recently got P9Lite in September last year to be exact, i have booked in my phone for repair with Cell C east Rand Mall last month as my phone is having problem accepting 2 sims, i was told that my phone will take Max of 21 working days. My wife requested a loan phone meantime they are sorting out the phone " they told us they dont give loan phones anymore". Fear enough we waited for 21 working days as advised . my wife went to cell C on Friday the 1St September 2017 and she was advised that the the phone is still in dispatch, yesterday again she went back she was told that the phone is with the courier. Today i have contact the store manager by the name of Florence to have an update regarding the phone she told me the phone is with Huawei . Now what puzzles me is that, we talk to different people every time and we have to explain the story every time and they keep telling us different stories. i have asked the lady to contact Huawei as we need the phone , she advised that i must contact Heawei my self, 1. i didn't take the phone to Huawei and i dont have the reference number with Huawei, i advised her to contact Huawei and she must revert back to me. what is worse she doesn't know the their SLA with Huawei, in all sense they can book my phone with Huawei for more that a year or so. guys cell C must run proper training regarding this i cant take it any more. Their service is very poor and they make their problem mine.