unprofessionalism of CELL C Stores.

Got a claim with cell c(via hollard) and my claim is being delayed because my phone is still at the store(CELL CMAMELODI REGION MALL) which i took it on the 16th of July , called the store and they only advise that they spoke to their manager Malebo Kekana who was suppose to call RAM to go collect the phone within 48hrs but the phone till to date is still at the store, my claim is just on pause because 'she can't do anything about it" when told about it. i am being delayed because of the unprofessionalism of your managers.i need my phone to be repaired however it is chilling in the store for what reason i don't know...If people don't want to do their jobs they must say so that people who really needs them can be hired...