poor customer service

I went to Edgars greenacres to report my ****** P8 lite Huwaei phone in April 2019, I blocked the phone and gave them the case number as well as the ITC number. after 10 visit to their store in greenacres I was told that I will be phoned by someone to deliver the phone to my workplace or my home address but todate I have not recieved the phone. when I phone them they promise to get back to me with an update feedback but to date no one has made any contact with me. I am so unhappy with their poor customer service while they dont update me they do not forget to deduct my money from my bank account. can someone please assist me