Blacklisting while for repairs

My S5 screen cracked, I took the phone to Telkom Kolonnade on which they referred me to Dion wired, Dion supp**** me with ADH number as they are the Samsung agents.I booked the phoned and the phone was collected within 2 days and i received a loan phone, after 4 weeks of waiting i received phone back, the same afternoon I had to re book the phone again as it had no signal,I waited this time for 4 days for the phone to get collected and receive a loan phone, after 4 days I was contacted by Samsung and advised that the phone was blacklisted and that they could not repair the phone, I had to take this up with Telkom. When contacting the call centre they just tell you the phone is not black listed. I contacted them 4 days before the phone was received back and my loan phone taken.I have spoken to the store manager in Kolonnade and their help desk numerous times, The phone has now been sent for repairs after standing 2 days at Kolonnade.store,The call centre assured me that the matter would be resolved within 72 hours and I told the consultant that I require a copy of the recorded conversation.I want a new phone or cancel the contract for poor customer service, Perhaps CPA will assist??