Disgusted, Frustrated and Extremely annoyed

I reported a damaged phone at Monitor Administrators which is under Unlimited and claimed and received a replacement phone around the 20th of May and within a week I find fault and reported the issue and they collected the phone on the 4th of June 2020 and they said they will assess it and they did. They said the phone is not faulty and I asked them what happens if I find that it still faulty and they said they will take it back for assessment or replace it. I waited and waited after they said the handset passed the assessment and I was supposed to receive the handset within 21 days and only to get it after 30 days. I monitored the handset and told them that there's still an issue. I took screenshots and screen recorded videos for them to see and even removed the screen protector to test if it may be the problem only to find that no it's not. So now I must buy another screen protector when I get a phone back. They said they will send me a loan phone that I don't mind but I cannot wait another 30 days while they are 'assessing' the phone. Phonefast collected the handset on the 11th of July 2020 and on the 20th of July 2020 they said "Please be advised that unit was received at the repairs centre it currently in a que for assessment next follow up will be done on Wednesday apologies for all the inconvenience." which means I am still gonna wait probably more than 30 days this time around. On the 24th of July 2020 their technicians said, “Please be advised that device has been restored and it is working fine, all the tests passed including multitouch tests, please advise how we should proceed.” And the response was “Thank you kindly for your mail and update , kindly advise as to what action will be taken if client receives the device and it is still faulty for it will be the third time she is complaining about the same unit.” To me this clearly shows that they don’t even trust themselves and not sure whether to give me the handset back or not. My question is why I was given a faulty handset from the 1st place and when I had raised the issue still, they are giving it back with issues. What is so damn hard for them to take their handset and give me another one since they can see it’s faulty still? The Unlimited cell phone insurance debit order just went off now, but I am not happy and don’t have a phone. The technicians then said “Please note that the technician needs to replicate a fault in order for us to carry out a repair action , I will request the technician to retest this unit after which it will be returned if he is still unable to replicate the fault.” On the 27th of July 2020 I heard nothing from them until I asked. Today, Phonefast asked about the status of the handset and they technicians said, “Kindly be advised that unit will be replaced under warranty, this will be assigned today.” So now my question is if these people give their clients proper phones what could be so wrong that they take 2 months to ‘assess’? Or it’s the norm to give clients faulty phones?

Phonefast can come collect their loan phone... I am sooo done with this.