Misinformation - Consumer Complaint for INCREDIBLE CONNECTION - HEAD OFFICE

I am from Kimberley and recently took in my phone for repairing,I was told the waiting period is 14 days.At the end of the period I was told my phone was taken to Vodacom, and it clearly states in the guarantee that if Incredible Connections cannot repair the phone they will replace or refund me.WHY AM I WAITING FOR SO LONG WITH ZERO COMMUNICATION FROM THEIR SIDE