Booked in phone, screen still not repaired

i booked my Huawei P9 Plus in on 14/11/2017 for a screen repair. I booked it in the same time as my boyfriend did, but he was notified a week later that his phone was ready for collection. I have phoned numerous times as to what the delay is and never receive a call back , even when told that they will investigate the matter. I am so disappointed, as I notified them that the repair was urgent.