Poor service, no feedback. ****?

I booked my phone in at the Telkom mobile store in Blueroute Tokai 4 weeks ago to have my phone's screen repaired. I was told the repair would take 21 working days and that I would be contacted by finrite with regards to the claim and the excess that would need to be paid.

After 3 weeks I had not received any feedback and decided to call. I was then messed around and told I would need to provide proof that I am paying for the insurance and needed to provide my invoice before they would provide me with the banking details and excess amount I needed to pay. I then sent all that through and made payment.

A week later and I have not received any feedback. I email in and do not get a response when calling, I have t hold for at least 10 minutes. I never receive any updates regarding my device. Why is this taking so long? Why Do I not have my phone back? Why am I not being updated? Why am I having to call in to follow up???

Are you people running a ****?