Still waiting for phone!

My husband hand delivered his phone to the Sunninghill office on the 28th August and left it with a lady called Onika. I have since been trying to find out what has happened to the phone by email to your Orange email address and even contacted the call centre and chatted to a Fiorella and Jorge. Jorge informed me that the cellphone was sent to the warehouse and even gave me their contact number and that it should be sent to me on the 23rd September. I call the warehouse but since I do not have an RMA number they were not able to give me any info. I then called your offices on Monday 28th September on tel no. *** and managed to speak to Narisha, she said that she would call me back but never did. Yesterday I called to follow up and was informed by Narisha that she did manage to find the phone but that the back cover is missing and that she would try and find out where it was and get back to me - she also said that she had my email address and that she would send me an email - I have still not receive any emails. Today I have been trying your phone number since 8:00 a.m. and it just rings and goes to voicemail. Please may I ask for your assistance in getting this sorted