2 Weeks to access a broken handset

On the 3rd February I handed in a faulty handset at the Westgate store, it was still in full warranty so I was told it would be replaced before the 9th. On the 9th I phoned the Bulk Repair Centre - ***. It takes between 32 and 45 minutes before the phone is answered. Told the phone arrived on the 5th, it will be resolved before the end of the week. I have to phone daily only to be met with excuse on excuse. I'm still being billed in full, even though the handset's been broken since the beginning of the month. Staff are rude, unhelpful with a \complain if you must"attitude. I know cancelling my contract and taking my business elsewhere will hardly make a difference to them and they certainly make sure you know that."""