waiting waiting and nothing

i sent my Samsung s4 in for a screen replacement in the beginning of April i sent i via telkom mobile where i got the phone on contract they sent all the relevant info needed towards the end may i receive a call saying i need to send in my proof of purchase i sent it on the 22nd of may i was on the phone with the person responsible until they received it they said everything is in order i heard nothing from them so i decided to phone today to find out what is going on they say that nothing has been received and the person who works with it does not work there anymore if i did not call them nothing would happen