Phone out of order

I reported my faulty telephone on the 16/02/15 via the sms service, with fault ref 306CRZ160215on the 17/02/15 I received a sms that the fault was resolved but the phone was still not working right,it would go dead or have lots of static on the phone. I then called into 10210 and reported the fault again with fault ref 988CRZ170215 the sms received stipulated the fault will be resolved within 2days on the 20/02/15 nothing was resolved yet so i called again and was told there is a back log but can the back log be 16DAYS? I have commincated nemerous times with the call centre that i am losing business due to the phone being faulty but to no avail,i am really need my phone to be sorted ASAP