Damaged Cellphone claim

Its been past 2 days since I received this a reply that my complaints is being attended to ad I have not even received a courtesy call or an update of which I am seeking to find out what the status or update on my cellphone claim is. The store assistance at Foschini also promised to get back to me on 16 July 2018, since I lodged a complaint, she has not done so and Finrite is also quiet. I cannot keep c ontacting them at my expense, all I want is somebody at Finrite or Foschini to contact me and tell me what is the hold up regarding the claim I submitted 5 weeks ago.