Bad customer service

My name is Masinhle, I asked my cousin, Amanda Ncwane, to help me buy a phone at the Exact store in Durban CBD (as she has an account with Exact and I don't) Westreet branch. This was last year February 2024, and the device came with a 2 year warranty. Beginning of July 2025, my phone had a technical issue, where it literally locked me out. Upon many failed attempts to trouble shoot the technical issue with no success, I took the phone back to the store on the 5th of July where I was then informed that the phone will be taken to Vodacom as they are the supplier to have it fixed. I was then given a turnaround time of 2 weeks to get my Samsung A14 back after it would've been fixed. The phone is paid up and has been since sometime last year. I still had the box and the slips to confirm the warranty, so my claim is valid. The unfortunate part is that, today is the 12th of August 2025 and I still don't have access to my phone. I did contact the store today and was informed that the phone is still not fixed/ready for collection, 5 weeks later. I am very disappointed in both the service I have gotten and the lack of sense of urgency in getting my device fixed. The person I spoke to, when asked, did state that the issue is out of their control and they are also awaiting feedback from Vodacom as they are the supplier. I have not been given a resolution, I have not been given a new turnaround time, no workaround and no device to use in the interim while I wait for the issue to be resolved. I have not even been informed of any escalation that has been done with vodacom or informed of any process or action that is underway.

I am very dissatisfied and to make matters worse, I had bought this device to help my niece who is now in Matric, and in desperate need for a phone for studying and matric exams.