Tortoise Repair Collection Process

I handed in phone for repair on Wednesday January 8, 2020 on Monday February 24 the phone was still in store awaiting pick up to repair centre from someone doing rounds around the country using bycicle. Key words are matter has been escalated, I don't mind escalation I want response from the other party which isn't coming. Subscription fees paid in full January and February. Since I am honoring my end of the deal, MTN wonder park Store opposite Pick n Pay should also do the same. Went to FB page and I was told about phone being in store on day 47 since being booked in.