no follow up and feet dragging.

Hi there. Handed my phone in to cell c aprox three weeks ago and have had little feedback on its progress. The phone is a business phone and it has caused allot of drama being away so long. I do understand there is a way things get done but to get an answer from cell c first hand is terrible. Whats wrong with the phone? Whats going on? When do I get the phone back? To try and get these answers directly is a huge problem of being on hold and phone dropping and mass confusion.