No feedback after 19 days?

I have trusted Vodacom Canal Walk repair centre with my Sony Z3 phone after the screen cracked. I have received the last comm about the repair status on 29 July 2015. I have made a call to the repair centre helpline on 12/08/2015 and after a 15min wait and no one answered the phone at Canal Walk, and a second call, I was conferenced through to Canal Walk. The lady promised to send me an email by cob 13/08 but still nothing. The initial quote to repair the screen was well over R2000!!!! Not only do I feel cheated and ignored but now I have to follow through and honour my monthly contract of R1245pm for the remaining 16 months: this without a handset?? Being a business owner with employees, I do not mind paying for services but within reasonable boundaries and realistic time frames. The call centre informed me that Canal Walk had the quote and service feedback since 31 July 2015!? Why have I not being contacted?? Do I have any recourse regarding the lost time? If I refuse to pay as a direct result of no service, will I simply be disconnected?? We are bul**** as consumers and then threatened with service suspension if we do not agree with the level of service. I am NOT HAPPY!