Poor Customer Service

We are very unhappy about the current service we are receiving from fonechoice. They collect my phone for a screen repair on the 14th of September, no one has been in contact with us regarding anything on the matter. Every time I call in they say sorry they don't have feedback, they will follow up and give me a call. I requested contact from management but still noting - Now I received an email ( after numerus calls and emails requesting any sort of feedback since no one calls me back) saying sorry no feedback. Its ridiculous that after 1 week we still don't have feedback on the repair or excess amount and now they telling us we will wait 21 working days to get it back..... for a screen repair?? This is ridiculous!