Is pineapple ****? Why no Rresolution?

I can't believe I logged a claim on the 20th September to have a cracked phone repaired. its the 5th October today and no word from them. I have not heard from this company. I've sent countless emails and chats and no on is reponding. Bianca and Nonfundo are both online but no responses pertaining to when I will have this matter resolved. I have a cracked screen and have paid you for service why are you not meeting your end of the deal. is this company a **** company or what is going on?