These people just don't care care about their clie

My phone was booked in for repairs since the 25th November 2015 and until today it hasn't hasn't been collected and this is for a damage that Cell c happened to fix around 2-3 months ago, knowing that their turn around time is 2 weeks I called them towards that 2 weeks and I was told that my request has been cancelled, how can they cancel a request firstly? What are they implying by that? That I should just go to hell with my damaged phone? Or I should just see my self our? Meanwhile these people will debit your account each and every month but when they are supposed to service you they just don't care. My case with them was said to be escalated to repairs head and until today that particular person hasn't called me and I still have my damaged phone with me.