Someone or some people are slacking in their jobs

So I took a new contract with Cell C late last year (Blackberry Z10), and within 2 weeks the phone already had battery problems which required me to charge every opportunity I get. I went to the store to inquire and I was told that this is a known issue from the manufacture. I was told I will have to wait 21 working days to receive the phone back from repairs. Since it was the only phone I had, I tried to organize a spare phone to use while the Blackberry goes for repairs. Unfortunately the phone switched off before I could get a 2nd phone and never switched back on again. I took the phone back to Cell C to book it in for repairs on the 21st of January and received the job number PRE590676. On the 17th of February I received a message from the Cell C Advance Repair Center saying my phone has been dispatched and the reference number is CLC***. Today is the 12th of March but I have not received my phone. Every time I go to the Cell C store its either the repair center is not picking up or they have not sent the amount value of which I may take another phone that costs that value. I'm waiting almost 2 months and I'm paying monthly for a phone I don't have. What is going on Cell C?