Uprgrade is more like a downgrade

My father took out a contract at Telkom, and decided to insure the device, I have been waiting 3 months for a new one, and they decided to replace my device with a new one without giving me any options, eventually I got the device and it was a downgrade to my previous device as they also said they will replace the device with the same specs of my previous one, I had to pay an excess fee, for a downgrade, and when I got the device it was faulty as well took it to Telkom, told them what is wrong and yet I am still waiting for a response.

Its been almost a week now, without any communication. This is such a disappointment.