Poor repair service from Samsung

I gave my phone in for a screen replacement in Cape Town on 31 January 2018. They phoned and the part was available in Johannesburg. According to the agent, it would be in Cape Town in two days. I went in specifically and pre-paid for the repair the next morning. It is now 1 month later. Four help sessions to the internet help desk has still not answered my question if the phone is ready or not. I am out of the country with a clear message on my voicemail, but they did not go the trouble to write me an email. To date I have had not reply...