BRING BACK MY PHONE!!!!

I booked in my device with telkom in East gate on the 20th of July, I have paid the excess fee. I've been waiting for over a month for my device when they said it would take only 21days. My screen is cracked, all they have to do is fix the cracked screen. I don't even understand why that must take soo long, I called last week and was put on hold for an hour I ended up giving up then called again no one got to me, I emailed the claims team and no response. I'm extremely appalled by this service. I will be reporting this to the short term insurance ombudsman if my issue isn't fixed in a week. I don't have time to be running around and chasing after finrite ********