Contract phone repair disgraceful

I got a contract upgrade last year September the phone gave me problems I went to the east rand mall vodacom shop they said they could not help i must go to another branch because they have no loan phones as the phone will be booked out for 3 weeks i than went to Greenstone branch they had the same story no loan I must go to the Eastgate as this is the main branch they also had no loan phone.

I am now sitting with a phone that is not working properly and I have to pay my contract installment.

I dont believe Vodacom the service is very poor. I should not have upgraded