Std Bank Ucount Rewards bad service

I purchased a blackberry phone for my son through Standard bank Ucount Rewards about a year ago. The phone is now giving problems and we took the phone to Vodacom repairs, when they scanned the phone they could not pick the phone up on the Vodacom network and asked me where did I buy the phone and if I had proof of purchase. I said I don't have proof of purchase but it was bought through Standard bank Ucount Rewards. I then called Ucount today (04/08/2015 around 09:00am) and spoke to Daniela who advised me that she will call the department that can check for me and call me back during the cause of the day, which she never did and I had to call them back myself. I called again and was told that they have escalated the query and should take about 7working days to get a response. What ****es me off even more is that, why cant I be told how this phone will be repaired. Why should I wait for 7 working days to just get information on how will this phone be repaired? Std Bank Ucount should stop selling us Grey phones that does not belong anywhere.