poor response to requests

I sent an email requesting information about my contract so that i could get my cell phone repaired and after numerous emails back and forth asking for information about me and my contract i was told that the matter was still pending. And that was the last i heard from Vodacom. This was 3 weeks since i sent the request. My wife had to do the same process but her ordeal only took 2 days. I am tired of being passed from pillar to post and i am the one always following up.