HANDED CELLPHONE IN FOR REPAIRS AND IT IS MISSING

Took my cell phone in for a quote on repairs as the phone is still under warranty. Didn't get any feedback and so went back to the Samsung Store in the Somerset Mall. Got there and was told that Samsung service and repairs were contracted out and they just packed up their stuff and went. Asked where is my cell phone, answer was Samsung collected all the clients belongings and took it to Century City where the head office is situated. Called the call centre number the entire day, NO ANSWER. Called Samsung in JHB who gave me a cell phone number of a Colin guy. He answered eventually and said he couldn't really speak he is driving and he will get someone to call me back. Well still no answer. I need my cell phone. This is poorer than poor service, no communication with clients at all. I have the document I received when I handed in my phone. Can someone give advice, do I lay a charge against these people? Thank you.