New Contract but No new phone ???

I received my Red edition Iphone 8 and it had given me problems. I took this phone into the Cell C store in Carnival Mall. On the 16th of August I received a message saying that I can collect my replacement phone from the store as it was a replacement under CPA. I went to my place of booking twice I been calling them since and I keep getting told who helped me and who ordered the phone...Can someone assist with the phone??? Another long standing customer of Cell C and this is the service I receive every time I get an upgrade done and the phone needs to be replaced. Why do I bother???