5 Weeks to resolve a faulty upgrade

On the 24th of April, I upgraded one of my lines to a Samsung A30. The phone was faulty, so after trying to trouble shoot the issue and resetting the phone, the fault did not go away. Samsung informed us that we would have to take the phone to our nearest Vodashop, which I did on Friday 26/04/2019. The technician at the store attempted to reset the phone but was unable to successfully test it. They informed me that as I did the upgrade online, I should contact the online upgrade div. and let them collect the phone and sort it out. When i got home, we loaded all the apps for the third time but the problem was still there. I then contacted the cancellations dept. and I was informed that the phone would be collected in 3-5 days and that I would receive an SMS from the courier company. After 2 days, having not received any notification, I phoned to confirm that the phone would indeed be collected but the gentleman from the call centre was unable to pick anything up on the system, so he said he would log another request. 3 more phone calls later and getting promised an email to confirm date of collection, (which I never received), I eventually got notification from RAM couriers that the phone would be picked up. It was collected on the 10th of May. I phoned again on Tuesday (14/05/2019) and the lady mentioned that they have received the phone and she can assist me with a new upgrade over the phone. I asked her to phone back in an hour, as I needed to confirm that my wife, who uses the phone, wanted another model phone. She never phoned. I phoned back the next day, only to be told that the cancellation has not been processed and I my account was in arrears (which it wasn't) . I then had to phone account to get my status changed and wait another hour. On Friday the 17th of May, I was told that I would have to wait until Monday to have the cancellation activated. Demanded to speak to a manager and after holding for 5 minutes, spoke to a gentleman who said that he couldn't do anything and I would have to wait until Monday. Phone on Monday, 20/05/2019 and low and behold, I get told that I have to wait for the end of the month. I get transferred to two different department, every single time having to tell the entire story again and then demand to speak to a manager again. The consultant, called Tarryn, trying to get a manager, puts me on hold again and comes back with the message from Tertius (apparently a manager/supervisor) that by the close of business on Tuesday, the contract will be cancelled but she would phone me on Tuesday to confirm. I never got a phone call on Tuesday and needless to say, my upgrade has not been cancelled......so I phone again, asking to speak to Tarryn or Tertius and the lady who was assisting me, called Yvonne, took all my details and I had to tell the story all over again. She informs me that I must wait till the end of the month and she can only ask Tarryn or Tertius to phone me back.... I am still waiting. Why does it take 24 hours to get a new phone but it takes almost 5 weeks to return a faulty phone? Why does your system not keep a record of customer interactions? The amount of time I have wasted on phoning Vodacom to perform a basic action is astounding. I have been a customer since 2003 and this is the second time that I have had a similar issue. You leave me no choice to but to cancel my contracts and give my money to someone else