Poor service

I app**** for a cell phone contract which took 3 weeks to approve. On approval, I fetched my phone and also requested sim porting. A day after I returned the phone since it was faulty (didn't want to switch on). It is now 3 weeks again without the phone. The staff at kollonaide mall seems to not care that I have a running contract without the phone, nobody is making a follow up with me and every time I call I'm told the person who assisted me is not in. I was promised that I would get my phone in 2 weeks time, off which that never made sense since the phone was new from the box. It is now 3 weeks and I haven't heard from Telkom (except for the times I followed up course).