Am not a client

On the 02 November 2017 I received a message from Motor Accident Group (sms) that my car will approximately 20-25 days for repairs On the 16 November 2017 I received message that my car is at dealership for Key Coding, ever since then I never received any update, I called everyday from the 21 November 2017 Zahid from Motor Accident Group is always busy with a client, He never calls back, Fazel from VW Hatfield is always busy with a client, He never calls back... I am stuck I don't know what to do anymore... kindly assist Regards Mangi