Three weeks later still waiting

Three weeks ago I made a claim at Markham's longbeach mall signed forms etc I still haven't had a response yet form this monitor administrators I have just called now spending 10minutes on the phone just to be told to hold I have phoned the store as well and they still have the phone the phone has not been picked up there has been no communication from this company at all about the claim that i made the last i heard when I contacted them was we have received and logging it into our system how much longer must I wait for the phone to be repaired or replaced why is monitor administration not providing feedback or communicating with their customers!! I want feedback now please !!!!!!