Cell C Repairs

Huawei contract phone was send in on the 1st June 2022 for software related issues, received on the 9th June for an assessment @ the repairs centre, a quotation was made for repairs to a damaged phone... After trying to get the issue resolved on how the phone was damaged we simply get no replies on our mails and the Line Manager is always out or on sick leave or cant take calls. How do we resolve the issue if there is one way communication between us and Cell C? Over a month later and still don't have the phone back?