Lack of urgency to respond to customer requests

I have a contract with Vodacom which is on my dads name, we went through the process to have a request put through for the original contract to be sent on email to him and i as i would like to have my screen repaired and cannot do so without the original contract agreement. The relevant documents were sent on email to ********** on the 25.07.17, which was 4 days after a telephonic requisition was submitted via the call center to retrieve my contract agreement. Sadly to date(1 month later) I have not received any response and when I call to query the progress, they cannot give me an answer and advise me it has been escalated. On every call, they have to verify details from the main member in order to update me, which has now become a painful process as my dad continues to go through security questions week to week, just so i can be told the matter has been escalated. My concern is that I am also going to fall out of my 1 year warranty and thereafter would need to pay for my screen repair - i do not think this is fair as this fault lies upon Vodacom due to the lack of urgency with them and their staff. I find this disappointing as we have been long standing customers of Vodacom and expect a much higher quality of service from them.