Lack of communication

My phone was sent for repairs on the 1st may. I received and accepted the quotation sent by richard collinson on the 5th may. I sent 2 emails to him with no response. I call the smartcare phone number on *** but there never any answer. When the call does get answered after numerous attempts a very, rude unapologetic girl named natasha answers the phone with a very nonchalant tone. All i want is constant feedback with a specific turnaround time as to when the phone will the phone ready for collection without being ignored and being condescended by staff.