Brand new device handed in 8 times

I have hand to hand in my device again from Nov 14, my phone has been faulty and after getting a refurbishes phone I was told I would not receive any issues further. I receive a software update and immediately afterwards my phone is on a icon that I cant get out of. I take out the batter several times,however this still remains on my phone. I go to the nearest branch to report the incident as I obviously in need of a phone when I am told they have to book my phone in for 3-6weeks. I was told your policy is not to hand out loan phones so once again being inconvenienced after being with you for the past 18 years.This is shocking and absolute joke on how clients get treat.