More than a year and still waiting.

I took out a cell phone contract for the period of 24 months R269 pm at Russells in 2015. In 2016 my BlackBerryZ3 screen was badly damaged, I took it in on the 9th July 2016.I was informed that I have to wait six weeks for the claim to be approved/denied, my claim was approved and I was told that Russells was waiting on stock and was asked to be patient. The 21 September 2016 I went to Russells to find out what was happening because I did not receive any call from them updating me about my cell phone.The consultant advised me to pay the access fee and said maybe it will go quicker so I paid a total of R386.99 and waited .In December 2016 I received a call from a consultant at Russells asking if I wanted the cellphone they got in that was valued at a R1000.00 less than what I purchased my cellphone for or will I continue waiting, I declined and said I'll wait ,my reason for declining the offer was that the cellphones instalments was R169pm.When i asked will that be my instalment the consultant said, "no i will be paying the R269 because thats what i signed for" which i understood yet at the same time I was not receiving what I sign for.My father contacted Russells the first week in May 2017, I was told to go see the consultant which I did, we spoke and she contacted head office to find out if I may choose a cellphone to the value of what I purchased.When she was done with the call she told me I may choose a phone and let her know what I decided on.The very next day I contacted her and informed her that I would like the Samsung J5 which was the same price and less at some stores yet it was not such a big of a gap as the R1000.00 . I sent a email to ********** and received a complaint number: ********** 071 and yet I'm waiting.Friday 18 August 2017 I contacted Russells yet again and I was told "I'll look into it and get back to you" still I'm waiting, I'm getting fed up now ,my contract was fully paid in June 2017 and it amounts to R6480, I'm still waiting and what makes me more upset is that my mother and I recieved calls about payments that I made a day later than the first( which was not often) yet no calls were made to update me about my cellphone. I uphold my side of the contract yet Russells is not doing their part.