Handset replacement/repair

I am a very frustrated and disappointed customer. I must say your service has been terrible. I did an up grade in September to a Nokia lumia a few weeks later my the handset frooze i took it back and they gave a replacement handset (nokia lumia). On the 5th of January my handset was booked in again as it frooze and the speaker was not working. It's been over a month without a handset, but my account was debited full amount for services i have not used. I called yhe branch in mutual mall Durban and I was advised that they did not know when I will be getting a replacement handset. So im really not sure what I'm paying for if I do not have a responce i'll take this matter to the CPA. I need my handset and I cant be paying for a service you have not rendered I require the subscription i paid to be paid back to me.