Telkom - Mobile Canal walk -express

I would like to know when I will be receiving my device back? No one can assist me. I had purchased 2x p20 lite cellphones ( contracts) on the 05/09 One of the cellphones had a scratch on the phone which I noticed on the second day as I did not have the phone with me and had not used it and the speaker sound was distorted as well. I was told there is no plastic covering on the Huawei p20 lite cellphones from the lady that had assisted me. I took it back on the 07/09 The lady that assisted me advised me it could take 7-14 days but it wont take that long as it is not a initial repair but only head office will decide if they can give me a new device or not. I have called the call centre and they advised me to go into the store. I went into the store and was advised the lady that helped me is on leave for three weeks. So I am not sure how that helps me ? I was advised my device is not in store. I kind of got the feeling that no one really knows what they doing there as the person who assisted me always asked for help. I was then advised that someone would get back to me but no one did as yet. I am not happy about the overall service that I am receiving from you. I had asked the gentleman that was assisting me to give me head offices email address and the branch manager and to my surprise I tried to email this morning and it comes back as the email address is not correct. I am not happy about the fact that I do not have my device and that you as a brand Telkom Mobile will still be expecting the full installment from me the end of the month. I would like to know when will I receive my device ? Will the full installment still be due even though I do not have my device just data ?