It's been SIX weeks, my phone still has not returned from "REPAIRS"

On the 14th of June, I took my iPhone 6 to the Cavendish Vodacom shop (opp. Edgar's) where I actually bought my phone, the phone fell and the screen was shattered.

On the 20th of June, I got a call from a lady saying she is from the insurance department, she offered me 2 options. One would be a refurbished phone for R150 and the other would be a brand new device for R750. I then chose the refurbished device because I know I am due for an upgrade in less than 8 months.

It has been almost 5 weeks now and I still do not have my device. I called the Repairs Center last week 05/07/2018 and spoke to the first lady who looked up my phone by the IMEI nummber and she told me that my phone is already in store and ready to be collected and that I had to pay R450. When I told her that I have not received any communication from the store . I told her I only know of a R150 for the refurbished phone. She then told me she was not the one handling my case and she will transfer me to Faika. Faika told me that the phone is still in Johannesburg and it has not been dispatched yet. When I told her that her colleague told me something else, she said I will have to contact the insurance and make sure.

I then called the insurance company and the lady that was assisting my literally greeted and placed me on hold. it was a 45 minute call and the Average Talk Time for that call was 4 minutes, the rest of the time she had muted me (I'm not sure is she did not want to place me on hold because she did not want to increase her hold time or if she actually wanted me to drop)

When she came back on the line, I asked to speak to her supervisor and that was a further 15 minute hold. When the supervisor (Allistair Janine) came on the line he was not even willing to listen to what I had to say but started shouting commands. He was the ruddest supervisor I had ever spoken to, like he had no leadership and de-escalation s****s whatsoever. He then disconnected the line when he was done being rude.

I then tried contacting the insurance company again, this time I am really furious, I get through and immediately ask to speak to the supervisor. I GET THE SAME RUDE ALLISTAIR PERSON, who tells me "we are not going to make this an issue" and that "he is BUSY AND HAS NO TIME TO BE NURSING ME"

I HAVE NEVER BEEN SO DIRESPECTED IN MY LIFE.

I called Vodacom 4 times after that trying to find the best way to escalate this, I was transferred back to Cell Sure 4 times by the Vodacom call center MANAGERS after I had told them that I would rather not deal with Cell Sure and need their assistance in resolving this and escalating the level of service I received from Cell Sure.

I called the Vodacomshop where I purchased my device 3 times and each time I was told they are busy and they will get back to me. That was on Friday, no one has gotten back to me with any feedback or way forward. TODAY IS TUESDAY!!!!

WORSE THING IS THAT I AM STILL PAYING FOR MY PHONE BUT I AM GETTING THE RUN AROUND WHEN I WANT IT BACK.

I am very annoyed with Vodacom, I do not even want to renew my contract. I JUST WANT MY PHONE BACK.