Still no phone after almost two months contract

I took out a new contract with Telkom Mobile Online. 6 January 2014. Everything went well they sent me the Samsung S5 as ordered but there was something wrong with the phone, within a couple of hours I just get a black screen. They arrange an courier to pick up the phone and I did receive an sms when they received the out of box failure phone. But since then I can't get any answers or replacement of the phone from Telkom. I'm sitting on the phone for hours just to be promised that they will look into it and come back to me, not once someone get back to me. Its 42 days since they pick up the phone from me. Why Why Why did I receive this kind of service from Telkom??