Not sticking to your own terms and conditions

On 2016-01-12 I handed my phone in for repairs at Loch Logan Waterfront, Bloemfontein. The next day I received an sms to say the phone was received in Midrand for repairs. On 2016-01-14 it was outsourced to the manufacturer for next level assessment. Then sims'section was received that it was received at Cell C repairs centre, the back to manufacturer. Don't know how many times this phone was sent up and down between Cell C repair centre and manufacturer repair centre..... I phoned on 2016-02-16 saying that they will call me back as they are keeping me on the line for very long. No call back was received. On 2016-02-16 I phoned again, speaking to Diepoho, saying that they are requesting a credit note from manufacturer, and someone will call me .... On 2016-02-18 I phoned again, speaking to Melissa, not seeing any record of my previous call. And she said that the phone was received back from manufacturer repair centre and will be tested and then sent to Loch Logan...I demanded answers as the two conversations have different outcomes. She got hold of Diepoho and then I got the same message as the day before. Cell C's terms and conditions states 12 to 15 working days to repair