Toyota claimed to have replaced my battery, but did not.

Let me start by saying myself and numerous members of my family have been loyal Toyota customers for many years, I love the company, brand and their cars and therefor have been hesitant to complain. On 11 October my Prius broke down, I had it flatbed towed to McCarthy Toyota Kingsmead and they returned it to me two hours later. It broke down again a couple days later and I paid again to have it towed back to them. They had it for almost 3 weeks and after receiving only one vague call, I phoned multiple times, my call was returned after five failed attempts of contacting my service manager -I was told they don't know what the problem is. During the third week the service manager told me the Prius's HV battery was the issue and would cost me +- R37 800 to replace. I asked for some time to make a decision as I didn't have R38k on hand. I requested a copy of the diagnostic report to get a friend to check it all out. The service manager would not supply me with this and persisted that it would be of no use to me, then 20 minutes later gave me a call and said "good news! Toyota are going to pay the entire cost for the replacement of your battery, but it will be shipped from Japan so will take approximately 21 days." I was skeptical of this but understood 'goodwill gestures' are a legitimate service offered by car manufacturers under certain conditions, so I was extremely grateful. For the duration of this period there was little to no communication from Toyota, I called them bi-weekly for updates. I received my car back on the 27th of November, upon fetching it I queried the service manager and asked to confirm that they replaced the battery and everything fixed now, he confirmed they replaced the battery and it was tested and is in perfect condition. Unfortunately the following day it broke down again with the exact same issue. Toyota organized for it to be towed to the Ballito branch where it was previously worked on. When I called the following day for an update on what the problem was, the same service manager said he was not sure and would get it seen to and get someone in contact with me. The only contact I had was with someone who briefly said they will try find what's wrong with it. Quite tired of the lack of communication I called the Ballito branch to ask for information, I was then told by the service manager there that I need a new battery. He confirmed they did not replace the battery and only the ECU was replaced, and the new battery was going to be order but may take 2 weeks or more to arrive. It is now approaching almost a week since I've received a single phone call from Toyota and the service manager will not respond to emails. I have tried to handle this with the utmost grace and patience but feel absolutely taken advantage of as they assumed such a poor level of service was acceptable given the fact that I'm a 22 year old female with very little knowledge of cars and unlikely to kick up a fuss. My car's mechanical issues and delivery times for parts, while inconvenient, are not Toyota's culpability. Their service and how they conduct their business, however, absolutely are.

The ongoing poor service I have received from Kingsmead Toyota has marred their reputation and outweighed the desire to own a Toyota, or be affiliated with their company - which in light of recent events has been dishonest, uncommunicative. I am so disappointed because I think Toyota as a whole is fantastic, but this particular branches negligence is shocking.