Faulty device not being collected

I have been a Cell C customer almost my entire life and I have always been satisfied with the service, however the past month has changed my mind completely. I upgraded beginning June to a new contract, I was very satisfied with the service and friendliness of the staff involved in the process. After receiving my new device I started noticing a fault in the speaker/microphone when I take videos or send voice notes. I phoned CellC (within 7 days after receiving my device) to report the problem, once again very helpful and friendly staff assisted me in the process. But now the problem comes in...

I've been waiting 3 weeks for my phone to be collected and in the meantime I had to make alternative arrangements to get a spare phone. I am irritated because I have been phoning customer care, collection department and repairs department and no one can actually tell me when my phone will be collected or repaired, it's just a cycle of being on hold for more than an hour and then someone referring me to another department where I am on hold again. The repairs process hasn't even started and that might also take another week, leaving me without a phone (that I'm paying for) for more than a month.

I started the process 17 June 2020 and have been phoning in at least every second day to follow up on my applications where I just get told that they logged my call and will phone me back with a response within 24-48 hour, which of course has not yet happened.