Phone still not repaired after more than 12 days

I am so livid because of the poor level of service I received from your repair department. I sent my phone in for repairs towards the end of May and after more than 10 days and numerous calls from my side to find out if my phone has been booked in for repairs and fixed I am now told that it has water damage which is not true. I was informed when I purchased the phone that if the phone did have water damage, then I would have to pay, but my phone did not have water damage when I sent it in. The screen sensor was not working hence I sent it back for repairs.To top it off I found out that the rep from Hisense South Africa collected my phone from the store today and sent it to the repair department after I was told that it was sent a long time ago. Not so long ago the call centre agent told me that they can't trace my phone and it might still be with the courier company. I refuse to pay for a phone that I did not damage. My phone is covered by warranty and I will not pay for something I did not do