Unhappy Client

My insurance advised me to take my crashed car to Renew-it at Mount Edgecombe for repairs. I took it and it was repaired. The thing is that, I realised later when I wanted to replace the bearing, that the lock nut key was missing. I called them and I spoke to Fikiswa who said would send the message to my service adviser, Noelle to call me. She didn't call until I had to call again and only to be told that she was busy on the phone. I told Fikiswa that was urgent. She then told me that she (Noeĺle) was still on the phone. She (Fikiswa) then told me that she (Fikiswa), herself would call me as soon as Noelle finished with that call. Indeed she called me and, transferred me to speak with Noelle. Noelle said she would check and come back to me but she never come. I called several times afterwards. Every time I called I was told she was with the client or on the phone and that time I was stranded as I could not take the wheel out to replace the bearings. I'm so disappointed because I didn't expect such after the good job that had been done to my car. The car is repaired but I can't take out the wheel. I can imagine if I had a puncture far away from home. What would I do?. I'M NOT HAPPY AT ALL and I would never be until this thing is quickly sorted out.