Horrible Service

I am still waiting for someone to get back to me regatding my device that they have since 18 March, I held on the phone for 1hr 30 minutes with a Finrite consultant on friday aftetnoon till the call dropped, yesterday I spoke to Thelma from repairs and she said she will write an email to Vodaworld repairs manager that was at 15h37, my job number is ***9 up till now its 11h13 no call from anyone, I am highly frustrated ad I need a phone they have been debiting my account for years for this device why am I not getting the service I deserve they are not doing me a favor I have been paying my premiums without fail if they don't have parts for the device is non of my problem i hope to have the phone before end of business