Dissatisfied customer

I have a problem with my Blackberry Q5, which was purchased from Telkom Bluff, my touch screen stopped working and was taken back to the store for repairs/be replaced in December 2014, it has been 3 months and still did not get my phone back, I have been calling every second day and just getting the run around, I have been speaking to Josiah who keeps on giving me different answers, first he says it's been repaired and then says phone can't be repaired and will be replaced, I was sent Sms telling me that my repairs will cost me R2300.00 as phone is out if warranty, I called Heita and they said it is still under warranty, and Josiah confirmed this as well, 2 weeks ago he said that the phone is on its way down by the courier company and by the end of that week I will have my phone, I spoke to him again last week and he did not really want to assist me, telling me he is busy with customer and that the store is a walk in customer store, I informed him that I am also a customer and need assistance, he said that he is only giving me the info that he is getting via emails, and he would get the repair centre to call me, a week as gone by and still no response. Plse assist urgent!