Cell C cellphone repairs taking longer than expected.

I send my phone for repairs on the 13th of September. A week later I paid the excess that was asked of me and they told me that the phone will be available to me after 7 working days. It's been over 14 days I still don't have my phone. When I ask Cell C claims they tell me that they cannot get hold of repairs. That's all they're telling me. Today I went to Cell C in Mall of Africa, which is the store where I dropped of my phone for repairs. A lady here told me that I would have to sit and wait for someone who was handling my query to assist me because they can't assist me because I don't have my ID or an SMS I was supposed to get which I didn't get. I am paying for a phone I don't have, I am not using.