Phone lost? ******?

Last Saturday the 23rd of February I took my phone to MTN Brooklyn Mall to be repaired. The lady that assisted me confirmed that I would get a quote within the week and gave a number to call should I want to follow up. By Thursday the 28th of February I had not received any quotation and called the number at 15:15. An automated voice stated their business hours are from 08:00 to 17:00 and just said goodbye after that. I then sent an email to the email address on the paperwork with my Imei number on. I then received an email from the repair service company saying they had no recognition of my Imei number and most likely my phone was never collected for repairs. So not only does your call centre number not work but I now fear my phone has been lost. Worst service imaginable. MTN is supposed to be a respectable company. How will I be reimbursed if my phone is infact lost? Where is my phone and why has it not been sent in for repairs? Now I am a week behind in my schedule to get my phone fixed.