Complaint regarding Hisense U601S

Good day, I bought a Hisense phone in August 2018. I returned it to Exact Blueroute where i bought it on Account. The phone was then sent to repairs and returned to me In january 2019, however the phone was still broken and it was documented on the paperwork that i need to be provided with a new phone. To date I havent recieved the phone yet because im being told all the time that they didnt get a reference number or authorisation yet to provide me with the new phone. Im very ****ed as it is 7 months down the line already and i need to use my daughters phone which is very inconvient at times. This is a problem which i didnt cause, why must I be inconvenienced.