Renew-It Randburg bad customer service

My car has been with Renew-It Randburg for a week. I keep following up and no one is getting back to me regarding the date my car will be repaired. I've sent messages on their help line twice, called and left messages for the lady responsible for this repair twice. Requested feedback on the sms number 4 times. Sent an email to both insurance and Renew-it. All I need to know as the customer is what date the repair will be completed as it is the holidays and arrangements and bookings have been made in advance. I have no idea what to do. If I need to tell my kids the vacation is cancelled. If I'm missing my son's 18th birthday. Seriously extremely bad customer service and shocking since I was promised feedback by 10:00 on Tuesday. Today is Thursday and no feedback. Being in an accident is traumatic enough, but this situation is beyond painful and frustrating with no effort made from Renew-It Randburg to keep me informed. After 7 days my car is still in disassembly when I was told the repair would be 5-7 days. All I'm asking for is why my car is in dismantling process this long, Is there additional damages, is there a problem with the spares required and most importantly, when exactly will my car be fixed? I need to make my arrangements accordingly.