Cell went in for repair 1st Sep

My daughters screen cracked on her Huawei cell phone. I took it into there Canal walk store for repair. i was advised that the screen is not covered and i would need to pay around R1200 and that it would take 21 working days to repair. Last week i called Canal walk information desk and they said they would go to the store and give them a message to call me as the Huawei store phone says number you have dialed does not exist. I waited and still no call , i then called there call centre and spoke to someone who had said the phone is still not fixed and they sent me a quote for repairs to my email i did not receive any email from them and after i told him this i still have no email from them. He then advised i must pay 1st then they will fix the phone. I was under the impression that the phone was repaired and i would get a call in 21 days to let me know to collect. I have 5 Huawei phones 2 of them P10 Plus - customer service sucks Huawei. The saleswoman that helped me did not mention anything about i would be sent a quote 1st , she said R1200 i said fine. So now i still wait for a call , or are they hoping i forget about the phone.