Bad service

Good day

My phone was collected on the 1st October 2020 for a repair booked by my insurance King price with Phonetradr, phone was collected late by the courier they using, its been more then 5 working days, The last I heard of them was a week ago, I have sent numerous emails to the consultant leago and no response from him, this is a bad experience as they are in jhb and I'm in cape Town, if you can't repair the screen or waiting on parts still why not pop the client a mail to say this is the delay, this is really bad communication and also a bad service