PHONE MISSING

I call in to ask about my cellphone that had been booked in for a damaged screen about two months or more. They ask me to pay the money before they can come and fetch it. I payed, courier fetched the phone. No feedback about the phone after 2 months. I call in, long wait about 45 minutes before I get to an agent. No record of the phone being booked in. They told me they will call the courier to check where my phone is and feedback before C.O.B yesterday, I waited. No call received. I call again today, my call gets cut off...I end up talking alone. I call again no answer for another 30 min. When I eventually got someone, I stay on the line for another . I don't know why we still pay for a service that doesn't exist. I want my phone please. Waiting still today for a reply.