i cannot even refer someone to use telkom their service is poor and they don't assist the clients according to its satisfaction

i have a new contract with them,it happened that my phone overheated and went off i reported the matter to them then we made the arrangements for tge devuce to be picked in my address because i am very far from the store till today. It's been 3 weeks the device is not taken, when i went to telkom store they couldn't assist me becous in their system it appears as a booked device , i called the telkom they couldn't assist me yet i am paying for the device that isn't working it has finished 5 months when i bought it .