Almost 2 months and my phone's not back from repairs.

Dear Hollard

My phone was picked up by Ram Couriers around 13/12/2017. A few days later, I queried progress and was told I need to pay an excess fee of R150 in order for repair work to begin. Why wasn't I notified of this, why did I have to query to find this information out? I paid the amount (***) and got a SMS from you on 17/12/2017 confirming payment's received.

Please help me understand why it has taken almost 2 months for my phone's cracked screen to get fixed? My children who don't have insurance fix their screens for a fraction of what I've paid you and get their devices back good as new within 24hrs. I have been to the Game store (City View, Durban) 3 times querying progress and have been connected to you via the store phone and each time it has been a nightmare trying to get answers because the call centre agents are so nonchalant, slow and rude.

Kindly advise the status of my device and when I will get it back.