A Very Disappointed 10+ years Loyal Customer

I opened a cellphone contract on the 4th of May 2020. I received my phone and the accessories but the earphones had a factory fault. I contacted Vodacom to let them know that my earphones were not working and the consultant said I should go to a nearby Vodacom store where they could assist me. I went to three different Vodacom stores and all of them mentioned that I would have to take in my phone and the accessories for the technicians to first check what could be at fault and then if the earphones are at fault they would have to exchange everything but only if my contract is approved again. I told them that it is just the earphones and there is nothing wrong with the phone but they insisted on taking the phone along with the accessories. I asked them how long would this process take they said about a month. I could not understand why it would take such a long time to just get working earphones, and it would not be possible for me to be without a phone for a whole month. I then called Vodacom and relaid the whole story, after being sent through to 3 different consultants . Later that day, I received a call from a lady named Dineo saying that I would have to buy my own earphones and Vodacom would refund me/credit me back the money spent, as long as I keep my receipt and that I should call the after sales department and they would assist me. After buying new earphones I called the after sales department and no one could assist me, I spoke to four consultants, 2 of them mentioned that they would speak to their team lead and get back to but the calls would just cut after 30 mins of waiting and the one consultant in the online sales department named Mohammed said that I should receive a call from the person who worked on getting my contract, they should be able assist me. Till today no one has assisted me and a month has gone by. I am very disappointed with Vodacom as I have been a loyal customer for a very long time (more than 10 years) and this is my first time getting a cellphone contract... an experience that I thought would be hassle free and easy. This experience has left me with a bad taste, Vodacom's consultants do not know what is going on at all, everyone promising false promises and they do not understand the Policies and regulations that govern Vodacom as a brand and as a telecoms company. How can such a well known company/brand have consultants who are not solution driven or equipped to help their customers? one consultant even ended up asking me what he should do, but that's his job to figure out what the solution is. I am very disappointed by this and would not recommend anyone to get a cellphone contract with Vodacom.