Repair while you wait???

Please assist on the matter.<br> <br> The repairs fee was paid up on the 5th November 2015, and no progress feedback has been given so far. The cell phone repairs completion usually takes place within an hour, but this is currently not the case.<br> <br> The phones are always either engaged or not being answered. The email was sent this morning and no response has been received yet.<br> <br> Kind regards