Not sticking to dead lines promised

I sent a request in on the 11th January to have my sones phone fixed, they said it will take 5 days for them to come back to me, *** , it's now day 6 as the did say with in 5 days , I tired to call the call center to find out what is going on and how long it would still take and to find out what the holdup is....I held on the phone for 1hour 37min and still no awnser .....please , I would like some feed back, my son is looking for work and he can't be contacted due to him not having a phone, MTN is now causing my son and me a big delay and inconvenience !!! I want to know why it's taking to blady long ???