Still waiting for my phone, two months later.

Since my mother's phone went to them for repairs. They later told me it was sent to, is it PE or East London by Mtn insurance, I've now forgotten cos it's been too long. It's still there even now. It's like no one wants to take responsibility for this mistake. I wrote to you a while back, and they contacted us(me and my mother) weeks ago. The manager told us he's on top of it. He promised to sort it out and get back to us. We are still waiting even now. It's been two months since the phone went for repairs, and she's paying insurance. Mtn insurance seems to be very unreliable when it comes to insurance claims. whereas they don't encounter any problem when taking our monies every month. When is my mother going to get her phone back?