Disfunctional handset issued on contract

I got a contract upgrade over the phone with Vodacom and phone was delivered 2/09. The apps on the phone hang and could not transfer my info. I called Vodacom 14/09 was told to go to a Vodacom shop. I went on the 16th and they tried to fix the issue but said the handset needs to be exchanged but they can't help as it was an online transaction. I called the contract upgrade team on 19/09 and was told they need to listen to the recording when the contract was done and will revert back within 24hrs. Called on the 20th spoke to Esona who said she will follow up and let me know the next day I called the next day she had no feedback she was gonna call me the day after. When I called spoke to Mihlali who said Esona is not at work but the contract was done more than 14 days ago so they can't help. I told her I reported the issue in time and have been given the run around for a week now. Vodacom is not willing to do anything about it despite reporting the issue to them in time. What do I do with a phone that doesn't work? Everyone I spoke to didn't want to give me a reference number for the call