Incorrect booking Procedure and ********** service and communication from service provider

I took my phone (Samsung Galaxy S7 edge) for a screen repair on 16 September 2017 at the Baywest Telkom in PE, I did not receive any feedback for 4 weeks on the status of the repairs . I phoned the store numerous times to enquire on the status of the phone but the telkom store consultants never answer the phone . On 14 October 2017 I decided to visit the store and I experienced the most shocking revelation that the phone never left the store for repairs, for 4 weeks the phone was sitting in the customer collections section (completed phone repairs for customer collection) due to an error made by the consultant. The explanation I received for this error is that the phone was booked in on the system but the consultant placed the phone in the incorrect storage section. What was even more shocking is the fact that for 4 weeks it was sitting in customer collections and no one phoned me to say I must come and collect the phone. If they had done this they would have probably picked up the error. On top of this the consultant that made the error showed the most ********** ******** attitude towards the situation. The phone was then re-booked on 14 October 2017 and I received a message to say the phone has been booked, and 2 days after I received another message saying the phone is with telkom finrite for repairs , a day after I receive an sms saying that I must pay an access before the phone can be repaired . The sms did not state how much and where the payment must be made. I phoned the call centre number stated on the sms but for a week no answer. I sent an email requesting status on phone, no response on email . Only today (02 November 2017) I manage to get through the finrite call centre to be met by an ******** consultant for asking questions. I asked the consultant why they never sent the access owing and the payment details, his response was your phone was on voice mail, I asked him why they did not send to my email address, I expect them to have the email address as it was requested from the telkom store, and why did they not phone again. At this point I could sense the agitation from the consultant and sudden change of tone, he tells me the access is R750 .The contract states that I get 2 free screen repairs but when I asked the telkom finrite consultant about this he told me , you only get when your phone is under warranty, which I don't understand because the phone is still under warranty. I am really upset with the service and the bad communication I have received from telkom mobile. It is now almost 8 weeks and I still have not received my phone back. This has been the most horrific and agitating with a service provider.