Bad service

I took my phone to Telkom Cresta to be booked in for repairs on the 18/10/2017.I called the insurence to claim and was told that they have to receive the phone first before they can advise how much i need to pay for access.I called the insurance company today and was told that my phone was only booked in to be collected by the driver yesterday it will be received by the repair centre by Wednesday or Thursday.I am so shocked by the service Telkom is giving to their clients.I doubt the turnaroud time will still be 21 working days for me to get my phone back.