Disgusted with worst manager service EVER @TELKOM

I am disgusted with the kind of service you telkom deliver to me as a customer i have 4 contracts with you paying above R2000 a month as a costomer and you give me zero service. I upgraded my contract on 13th March 2021 and recieved a Samsung A31 went home with it and heard a rattle noise on the inside of the phone.. i let the popup telkom shop in dihlabeng mall know aboat the problem 16th of March 2021 and he said i must bring it so they can understand better what the problem is. I took it on 18th March 2021 as this was my first open day to bring the phone and the guy at the counter who helped me upgrade recognises the problem and said i must bring all the boxes etc so they can do a swop. Friday 19th March 2021 i was there the Manager of the popup shop confirmed telefonically that it would not take more than 1 hour. 2hours after they had my phone with all the documents etc and my simcard in my hand im waiting.... to get my exchanged device... the Manager said we are waiting for conformation. I informed him that this is not the way of dealing with such a matter as no one can reach me via my phone as i dont have it, its with them and i told him to give my phone and contact me once head office approves.... today 20th March 2021 almost close of business im still waiting and standing here at the popup telkom to get my device.. as my 7day out of box exchange garantee expires today. I called MALUTI cresent in qwa qwa telkom to confirm how an exchange like this works. The lady told me if we come in and the device is Faulty they do a swop immidiatly.(that is service but i am 100km away and cannot just drive there )

I want answers from @telkom and @samsung as this is just not the way costomer service is a Zero . I need to get a new device as i am paying for a non Faulty Samsung A31 not a phone that is rattling on the inside