Cell c and Ram lost my phone

Had some problems with my Sony M5 (must be the worst phone ever made) that was still under warranty. This is the second time the phone has been replaced with a factory fault. Because I got the phone on Cell c direct I cannot take the phone to a cell c store. It must be collected by Ram. Phone got picked up on the 15 April. Phoned back on the 25Th as I have not had any response from the repairs people and they could not locate my phone. Spoke to the repairs department and apparently my phone cannot be found in the warehouse. After being promised that I would be contacted the following day I phoned again. The biggest problem by phoning is that the repairs department does not have a direct line so I need to explain the whole story before I get transferred to them. This takes about 30min and when I speak to the repairs people they cannot help me. I have been struggling with my old phone for the last 3 weeks and still no reply. Worst of all is that they cannot pickup were my phone is. Somewhere missing in the warehouse. I am now paying a monthly installment and don’t even have the phone that I am paying for. If my contract expires I am defiantly changing to an other service provider.