Pathetic "customer service"

On 07/02/2019, I went into The Pavillion branch to book in my handset for repairs. A lady by the name of Sashini helped me and advised that she was unable to book in the device because the Westwood branch still has an open job card for this device. I had previously booked this handset in for repairs in 2017! Why after 2 years, is the job card still open? Furthermore, Sashini was supposed to have contacted the store to close the job card so I can book in the device, since the 7th, I have yet to hear from her! Why is the customer service from Cell C so pathetic???? My husband went to the Overport branch today and he was advised that the job card is still open! How much longer must I wait for the job card to be closed for this device to be booked in, the 2 year warranty will be coming to an end soon as well. The IMEI number is ********** ********** 1