Repair Centre

Hi I have booked my phone on the 28/09/2017 for repairs. they charged me 1600 to replace the screen housing I paid the amount today I have been calling the call centre left and write, no clear answer I even asked to speak to the Supervisor, consultant told me that the supervisor is refusing to speak to me. I am going on the 3rd week without a phone can someone tell me where is my phone. I regret buying this phone. never had this issue with Samsung before.