Repairs taking long

Old lady gave her phone in at pep home gezina for repairs on 20 sept 2019. Had been in previously for repairs in june. Phone bought in march. When I queried how long its going to take, I was told 1-3 months,. Surely this isnt correct. Pep home said they will escalate and contact her yesterday, but she hasnt heard from them. What is the hold up?