negligence of staff members

i went to the store on the 29 September to make a claim for my damaged cell phone.everything went well and the lady (dineo) who helped me said ill probably receive an sms after 6 to 7 weeks.on 4 November i went back for a follow up and the lady who helped me said the offices she called don't know where my phone is so she took my number and said she will call me back.on the following day i went to the branch again after receiving no call and someone else assisted me and when she called the joburg offices she said they found my phone and it does not have a claim form,so that means i waited 6 weeks for nothing because my phone is not fixed and how is it ****** possible to send my phone to joburg without a form ,why I'm i still paying you guys if your service sucks like this,now i have to wait another month and pay still,i want answers now!!!<br> i want my phone and cut all ties with you guy,i will not tolerate think kind of service