Cotract phone missing

I upgraded my Vodacom contract at Vodacom - Hemmingway mall, in East London on the 27 of December 2014. Three days later the phone (Sony M2 Aqua) shut down and I took it back immediately. The lady that helped me the first time, helped me again. She said they had problems with the system and could not give me any proof of the return of the phone, but showed me and my husband the return on the computer. She took the phone and packaging of the phone. When we phoned to follow up, they said they knew nothing about this phone ??? We were on holiday and had to return to Limpopo where we stay. They told me for info on the phone I must phone 1023 for more information, and disconnected the call. I phoned 082111 and the lady said to me she can see on the computer the phone was given in. She said she will phone back, but that never happened! I went to Bela Bela (Warmbaths) Vodacom shop where Johanna, the assistant, tried to speak to the manager at Hemmingway shop at the mall. They said that he is to busy, and put the phone down. She tied again and again for 20 minutes, and the last time they (Hemmingway Vodacom shop) said they will phone me back.Also tried to phone Hemmingway today NO Awnser !