Phone gone for repairs almost 2 months !!

Took in my 3 months new looking phone( Hawei Ascend mate 7) for repairs in January, 2 weeks later they brought back a \refurbished\" phone that looked like it was 10 years old where as mine was still new and fresh. It had scratches all over like the previous owner was just careless. So I tried to understand why I'm being given a second hand phone when mine had a factory fault that wasn't my fault and wasn't answered. Its march now still haven't received a phone since I refused to take the one they had sent to me coz it wasn't in a good looking condition. Month end they deduct their money since it's on contract meaning I'm paying for something I don't have when I asked was told the contract is a sim card and a phone is free but then where do I use the simcard when there's no phone? The agents at the shop claim they don't know where the phone is and gave me a number to call to track down the phone where as they should be the ones doing that. I've been a loyal customer to Telkom mobile since 2013!! I'm so disappointed"