New mobile device not received

I app**** for a new mobile contract on the 16th of February 2018 and I received my device within 4 days. As per the contractual terms and wordings of the contract a customer can return their device within 7 working days to upgrade their device. I logged in a request to change devices and the request was approved. The courier company collected the phone from my homeplace two weeks ago and to this day I still have not received any correspondence from Telkom indicating when I am going to get my new device. I have called Telkom on a daily basis (20 minutes on a daily basis), I am sure I have spoken to every representative within the call centre but I keep getting stupid answers or reasons from the customer service representatives. One told me that my device is being delivered, one told me the new request has not been loaded, one told me that I should give them a week and now its more than two weeks.