irritated

I took a phone in for repairs at cell c,not even major repairs but to be unlocked a pass word.They said it will take 21 working days for the phone to return.It is now 30 working days and no one is bothering even to let me know what the hell is going on.When I finally did a follow up twice I was told that the phone is stuck at ram.Now as a customer who bought that phone for a reason please tell me if I must fetch it myself at ram???? Can I please have the phone back or must we cancel the phone contract so that I can buy a phone somewhere else??