Out of box S6 Failure

I made an order for a Samsung S6 which took roughly a week to actually complete, as they would keep requesting 1 by 1 information...an I.d, then a signature, then a POD, instead of just asking for everything necessary in 1 go. then I finally receive the phone on the 18th of this month and it starts over heating and freezing and basically not working which is an out of box failure so by Monday the 24th i have basically not had a phone for 3 days as I wanted to try resetting and updating the firmware of the phone. Monday the 24th I contacted Telkom, I sent emails and called Telkom business, and all the contact number I was given to log the issue and no matter who I spoke to no one could help me...eventually the agent who assisted me with the online application escalated from her side to TBM and CSD who have stated I will be contacted for them to collect the phone...I have not been contacted by anyone and have basically been without a phone from the time I got this phone. I am very disappointed with Telkom and expected better or atleast quicker service. i am very unhappy and dissatisfied with the service or lack there of.