Amend My Billing Invoice

Kindly assist with providing me with a new phone in its original packaging or amending my billing invoice to exclude the headset instalment. My phone that is on contract with Vodacom was damaged and I booked it in for an insurance claim on 02/04/2021 at the Vodacom 4U Clearwater Mall. Job Number:***1. On the claim form I was asked what my desired outcome is and I stated that I would like a new phone to avoid the inconvenience of going for long periods without a phone. I received a quotation and I called the store and they assured me the quotation received was for a new phone and I accepted on condition that I was receiving a new phone. I received an SMS and a call that "my device has been exchanged and is ready for collection." On the 14/04/2021. When I got to the store I was presented with a "new phone" that was not in its original packaging but wrapped with bubble wrap. I did not accept the phone and left it at the Vodacom 4U Clearwater Mall store. Finrite apparently closed the case as paid and complete which is not the case. I have been on the phone everyday with Finrite and Vodacom and every day I have to repeat myself because the notes are not being made on my account and no actual escalation has been made. I have been paying my account and insurance without hassle, I expected to have a hassle-free claim. It is not fair that I have to go a month without a phone when I'm paying for it. If Vodacom can’t meet its contractual obligation to ensure I have a phone as part of my package, then I would like the headset instalment voided so I can pay my account. I need urgent assistance to get an updated invoice and statement that is a true reflection of the benefits I am receiving from Vodacom then I can pay my contractual obligation because clearly neither Finrite or Vodacom are willing to give me a new phone in its original packaging. This means that all the premiums paid to Finrite as my insurer has not protected me from unfair credit practices of paying for something I am not in possession of.