Disappointed,disgruntled and frustrated customer

It is with great disappointment that I write this message, I have been with Vodacom for more that 12 years. I have always had a good relationship with my service provider until early this year. After upgrading last year August and getting my third contract with them, in January 2015 I took in my old Samsung S3 in for repairs at the Menlyn repair center. I didnt receive any communication until end January 2015 via sms, the phone has since been sent for higher level repairs since the first week of February,it has been quite since.<br> I haven't been arount Pretoria to actually walk into the branch for follow-up, their line is forever engaged.They gave me the *** no, where after keying in my job number I was informed by the recorded machine that my handset is ready for collection. I was like thats news to me, as I haven't received any communication for 2 months now. I spoke to a consultant,who informed me that my handset is actually ready for collection, BUT, there was quote for R800.00 which was rejected because i never confirmed of I can pay it. And my phone is not fixed, is this fair treatment though.How do I respond if I am not updated?Tried to call *** ( Voicemail ) Pls help