Can't get my phone repaired

I am on a Vodacom contract and my handset is still under warranty. Vodacom promises a loaner phone of same standard as my handset should I need to hand in my handset for repairs. Initially, Vodacom Repairs in Cresta told me that no loaner smart phones where available but they would get stock the following week. My name and contact details were taken down. Now, more than a week later, there has been no attempt from Vodacom to reach me and my repeated calls to the shop does not help.