Bad,poor,no clue of customer service

On the 18/08/17 my phone was sent in for repairs.3 weeks later I was told that it was being replaced with a new unit and the earphones and charger was also required.I was told it would take 1 week.On the 04/09/17 I received no response and called ********** to get an update.I was told that there is a back log on orders and would get it 2 weeks maximum.20/09/17 I did another follow up and told there is still a delay.I did follow ups weekly and kept told that there is a delay.last week I spoke to another consultant in the call centre and got told I will just have to wait and not to uninstalling as it wont make a difference.I tried to escalate it but the team leader went home early(15:30).his name is kabelo.18/10/17 got told my phone is in Mapumalanga,I am in Cape Town.this is blamed on the courier.today I asked to speak to the team leader(he never got told of the incident) but he again was not on site.his manager was also not at work(karabo).I got given no apology and kept being pushed back to the store I bought i***** clearly an issue at man and absent management contributes to this.I still have no update on my phone. Imei# ********** ********** 5. I got told I cant get a refund for the phone because they have replaced it,regardless if they messed up by sending it to another province or the elevated delay.I still have no update when it will be delivered.if I was not misinformed I could have rather purchased another phone.total disregard for customer service on all levels. Besides the 3 dropped calls today I got told by 2 agents(1 being Mantle who told me at 16:00, that she doesn't keep track of when Kabelo is or isn't at work,that she can't take ownership and call me back as its only an inbound centre)