Can't get through on the phone!

My phone was sent in for repairs a month ago by Telkom N1 City and more than a week ago I received a SMS that my phone has been dispatched back to the store and that I can collect in 4 days. I have been to the store 3 days in a row and it is not there. They also can't tell me where my phone is! The reference number is TRL005495. I have tried to phone and no one answers and the mailbox is full. I have emailed Telkom and nothing! It is incredibly frustrating trying to work with Telkom! All I want is to know where my phone is! I will even collect it at the repair centre! Please can someone just look into it?!