My computer is missing in Apple's service system and I can't locate it.

I turned in my computer (repair #CR40574) at the Cresta Istore for repair on September 20th 2018. I was told it would approximately 3 days to get an answer about the state of the unit. After not hearing from apple, I followed up 7 days later with an email. The response to my status query was that the unit has not even arrived at the service center and that they will investigate this issue. It is now two days later (a total 9 days after turning my computer in) and still nobody contacted me about my computer. At this point I have no idea where my computer is or what is happening to it. It is unacceptable and I have no idea how to proceed because there is no live costumer line with Apple. I need help please as this is my work computer and without it I can't earn