Poor service from sfix and matrix telematics

I have a contract with Mix Telematics Africa. When i was signing up, they sold me an added service to fix my cell phone screen. I have been in communication with the service provider (SFIX) to fix my screen since the 24th July 2023. The gentleman whom i am communicating with is Fabian. the last update i got from him is there there is a problem with a payment on my account. I don't understand what is taking long in getting a service which i have subscribed to. I also wrote an email to both sfix and mix telematics but i never got any concrete feedback from telematics regarding my query. I am not happy at all because i was sold this dream service that sfix is supposed to provide by Matrix. Please intervene if you don't want to lose customers as a result of poor service from sfix