Bad Service on Repair

I sent my phone for repair.But now.I m getting conflicting stories,that my phone was booker on wrong name.At one stage I was told that my phone is ready its been repaired.To my suprise when I do a follow up consultant she said that was a lie,it has never repaired.Can somebody help me to get my phone fixed or replaced as per COMPLAINT POLICY.. Iam going to escalate this matter to Ombudsman and Consumer Department.