Unprofessional & not helpful

I booked my phone in for repairs on the 15th of June as the phone was not reading my sim card, they advised that it takes around 21 working days for repairs however it shouldn't take that long as it was only a minor repair. I did advise them that I will require a loan phone in the meantime which they said they will arrange. It is now over a week and no one has called me to collect a loan phone. I called Thandi today who was unprofessional, while I was speaking to her she was having her own conversation with someone else and I had to wait for her to get done before continuing. I queried where they will get the loan phones from and Thandi advised that they request loan phones from Head Office and when I queried why it's taking so long she said maybe Head Office doesn't have any. Are there so many phone's in for repairs that Head Office don't have any, I'm now paying for a phone that I don't have in my possession. Another thing that annoyed me was that she said my phone is with a Second Technician and I didn't even give her any of my details so how can she just say that, she couldn't even tell me when a loan phone will be available but they will call me, that's not acceptable at all.