DISAPPOINTED - STILL WAITING!!!

On Tuesday the 03 March 2020, I took my son's phone to Game Brooklyn Mall for repairs. I bought the phone last year in May in the same store and I didn't have my original receipt but I had my bank statement as the transaction went off my credit card and the credit card. The lady at the service desk said she would need to send my details to head office for them to trace the transaction and she took my details down including the phone details. She then said I will receive a call from the store when they have received a computerised receipt from the head office that's when I can bring in the phone for repairs. I have since been waiting for the phone call and really do not understand why it's taking so long. Is this perhaps some tactic to prolong the process so the phone can be out of warranty? I am really disappointed and I did not expect this from Game Brooklyn. Surely, the store's history of transactions and the phone serial number or bar code should confirm that the phone was from their stock.