After 5 months no handset with new upgrade

I upgrade my contract with a new handset on the 25 November 2014 which was faulty. I returned the handset on the 1 December and only got it back on the 5 January 2015 with the same problem. I was told there was nothing wrong with the handset. I returned the handset complete with box, charger and every thing the following day 6 January 2015 to Vodacom Standerton. The shop said they sending the handset in for a special OBF Since then I was send around in circles between customer care the shop and repairs. I eventually was told to collect my handset at the Standerton vodashop on the 13 April 2015. I stay in Jhb. and drove 160km to Standerton to collect my handset just to find the handset in a plastic bag with no back cover, battery, charger or box. The shop told me the other parts was still in Witbank repairs. I left the shop with no handset and still today. Each month I have paid my account why am I not allowed to have a new handset if that is what I am paying for? What does Vodacom do that they cant sort out this easy and simple problem in 5 months? Am I as customer not important for a big company like Vodacom? If I don't pay my line will be cut in a weeks time.