Telkom lost my Samsung A50 128gb and won't replace it

My A50 128gb device went in for repairs @telkom waterfall Mall in Rustenburg on the 22 June 2020. And I received a text saying that my device was awaiting spares on the 26 June 2020. Today Telkom cannot find my device. I received a call 3 weeks ago from Samsung asking if I have received my device, I said no. They said Telkom will call me for collection. So now who is to blame Samsung or Telkom? Telkom and Samsung is this how you treat your customers. It's been more than 28 days actually almost 2 months since I received the text message saying my device is awaiting spares. So replace my device as your terms and conditions say if 28 days pass you replace it. You have been debiting my account for a cellphone I don't have.