Repair my Samsung A50 or replace the device

Your customer service is appalling, none of your call centre agents can access their system. All you know us to debit my account, I'm paying for a device I don't have which you can't tell me where it is. My phone was booked in 22 June more than a month ago and to date none of your agents can tell me what is going in with my phone. If you cannot repair my Samsung A50 replace it and stop giving me the run around. I cannot be paying for a device that is missing in action! Fix this Telkom and stop wasting my time.