Six week without a phone which I am paying

My phone cracked a screen and I booked it in at a Telkom store on 02/02/2018. I was told that it will take up to 21 days for me to get back the phone. Six weeks later I still do not have my phone. I visited the Telkom store on Wednesday the 7th of March. I was notified that there is nothing that can be done, but they will TRY (That is reassuring right) follow up and send me the SMS in the afternoon, well I am yet to get the SMS.

You see, we buy phones so that we can use them we further choose flagships because they come with a peace of mind. I guess that is just a false marketing strategy. You have debited my account twice now since I booked the phone this means I have been paying for something I do not have. Please sort this out or replace the phone if you are unable, I have bought a phone which guarantees this.