MY PHONE'S BEING HELD HOSTAGE

I've never experienced such poor service. I have a debit order going off from my account for a cell phone that isn't even in my possession. I sent my phone in for repairs and paid the excess fee on 4 November already. On Sunday, 24 November, I received and SMS thanking me for allowing them to attend to my claim so naturally, I went to the nearest Telkom in V&A to check on the progress. When I got there, they told me that they are still awaiting the excess fee!!!! This is simply unacceptable. I could've just fixed the phone myself and had it back in a couple of days.