Good service gone bad. so dissapointed

I submitted a claim for a lost phone in June and the whole process of getting another phone went so smooth. little did I know that it was the beginning of of a nightmare. the phone I was given has battery problems, you'd swear the phone is 2 years old because of the battery. it doesn't even last half a day .I inquired about it, then email responses were quick, now they take weeks or not be attended to at all.

my phone was collected for assessment and brought back, no report or feedback on whether the phone is fixed or not, I was left to figure that by my self, and discovered that the phone came back with the problem not fixed, I sent emails inquiring about the phone that was not fixed and It was collected for reassessment again! i asked for the report to be sent back with the phone ,but my emails were ignored, as usual. the last time the phone was colleted was on the 4th of October and returned on the 16th with the same problem not fixed and more problems this time. it overheats and it randomly says it cannot detect my simcard, so I have to restart it. i called 24 hour mobility on the 17th asking if its possible to change phones because the one I have is not a phone and I spoke to a consultant by the name of Nandi who told me that there is nothing they can do, they will keep taking the phone away every 3 weeks until the service provider says it cannot be fixed this is the same service provider that doesn't send a report after the phone is assessed.

I called monitor on the 20th 20th of October, spoke to Siyavuya and she told me she is making a note and that they have to contact me to come collect the phone and dicuss my options. I havent received anything. I have been sending emails, they are being ignored but the premiums are deduced every month.