***** and bad service from Telkom festival mall branch

Hello Peter My mom sent her phone in for repairs at Telkom festival mall on the 25 of February and till today she has not gotten her phone back but she is paying for it every month she has been to the branch several times and called and till today she has not gotten an answer. We called the repairs centre on Friday and we were told that it did not arrive for repairs when we called there branch they told us that they will get back to us but we insisted and held only to be told that the courier company was hijacked and her phone is on of the ****** ones, they said they would call her back and till now no communication has been sent.i called the manger today she told me she is no aware of this and now she does not want to talk to me I'm being told she's in a meeting. I don't understand why I need to call her back. This ***** because we are paying for a ****** phone that we did not lose, I am very upset at this point and I am at a point where I am going to open a cause for ******ion and ***** this is not right