Comtract phone missing

I updated my contract phone on 27 December2014 at Vodacom Hemmingway. Three days later the phone shut down. Went back to the store where they said they will send it to Sony. they said they couldn't give me proof because there is something wrong with their system. But I don't have to worry they are putting it directly on the system. They even showed me. Now after how many calls to Hemmingway shop and Vodacom Care. They said my phone is missing and I have no proof. I am paying now for a phone I don't have. Vodacom Bela Bela tried to speak to the manager at Hemmingway shop. The people there don't want to put me or the lady at Bela Bela shop through to the manager. They even told me if I want more info I must phone 1023! The phone number in question is ***