I booked the phone for repairs through my TFG cellphone insurance

I booked my cell phone (J7)for repairs on 16 November 2017 at sportscene festival mall Kempton park and promised that my phone will be ready after two weeks. after two weeks I phoned the 3 weeks ,3 times been told the mobile consultant she out of the store and for the forth time she answered and for that she still look policy number for two weeks and she advised me that she will call .the I asked where is my phone she did not answer me . I called 12 December 2017 I called the mobile consultant and I spoke to MDU(store manager) and he said he will investigate and I asked him about the where about of my phone and is not sure and promised me that the mobile consultant will call me even today no one has call me and am losing my email and nowadays who can spend day without a cellphone