Lost Device

Took my device in on the 19/08/2017 for repairs at the samsung centre in constatia rejected the quote and went on the 01/09/2017 to fetch my device and was told they cant find it but they will call me back to deliver it. I have not heard anything from samsung regarding my device as I was hoping to take it as well in order for me to have a cellphone. Ive complained on their website no response even tweeted them and got a email address and they responded with they will get back to me. In all honesty how can a device go missing and if thats the case why cant they say hey mam can we give you something to hold onto whilst we look for you cellphone. This is UNACCEPTABLE! If you lost my phone give me a new one or find my lost phone hau guys