Poor communication and service

I posted my cellphone (purchased from Orange in 2014) directly to the Returns Dept in JHB for repairs to the cellphone screen which is shattered. The tracking number confirmed that the package was received by Orange on 25 August.<br> <br> After some weeks went by, and after having sent three different emails through to customer service (the response to two of these emails being an identical copy-paste generic reply), I still had not heard anything regarding the status of this returns request and no one was able to give me more information on what the quote would be for the repairs or when I could expect to receive my phone back. I phoned the customer service team this morning and was informed then that my parcel had only been sent to the Returns Dept on 30 September, well over a month after it was received. Before making that call, I phoned the Returns Dept directly and they had no knowledge of my returns package.<br> <br> Orange has had my phone for over a month and has not even assessed the damage, I am no closer to knowing the cost of repairs and when I will have my phone back. This poor service and lack of communication is unacceptable.