Keeping my cell phone hostage

I took my cell phone in to Vodacom for repairs to replace my cracked screen. Since the phone is under guarantee received a replacement phone. Whilst using the replacement phone it fell and this screen also broke, When I returned the replacement phone i was told I must pay R2400.00 which is the value of the replacement phone. It was apparently on the form that I signed. It was never brought to my attention before.

I informed Vodacom that I could replace the screen for much less than R2400 or buy a replacement phone for much less than R2400.00 Vodacom said they will try and obtain a cheaper quotation and came up with a quotation for about R1200.00

During this time I obtained some advice and was told the replacement phone had a plastic cover and not a glass cover. If it had a glass cover this would not have happened. The screen of the replacement phone already had a crack on the edge when I received it and this was pointed out to me.

I was told I must first pay for the replacement phone and before I could get my phone. At this time my phone was still being repaired and was told I would receive a sms or phone call to tell me when my phone would be ready for collection.

About a week later I was told my cell phone is ready for collection and when I visit Vodacom again to speak to them I was told the person who deals with replacement phones is on leave and would be back in a few days and they she would email to advise on the way forward regarding the replacement phone which she never did. Neither did I receive a phone call from her.

Months had passed when I eventually receive a phone call from Vodacom informing that my phone was ready for collection. I informed the Vodacom Staff member that whilst I understand the reason for the call I also brought to her attention that to date I have not received an update on the replacement phone and that she must place try and give me feedback on this. She undertook to get back to me.

When i visited a Vodacom a few days ago I informed them I was collecting my cell phone where after i was told to pay the excess of R750.00 which I was aware of. After paying the R750 my sim phone was placed in the phone and i was informed that they were just trying to charge the phone since the battery had run down.

Whilst waiting for the phone i produced the replacement phone and explained to the staff member that the issue regarding the replacement phone had not been resolved and i explained to her if the screen had a proper glass cover the screen would not have cracked and would not be in the predicament where I now had to pay for my cell phone and the replacement phone.

She then gave me some explanation which I cannot remember right now and eventually asked for the manager. The manager explained to me that I could not get my phone until i had paid for the replacement phone. I once again explained to him that I already paid the excess on my phone and it was only due to the fact that I raised the issue of the replacement phone with him only now they are asking that I pay for a phone that was not properly protected by Vodacom . I AM NOT HAPPY WITH THE SERVICE AT VODACOM CENTURY CITY. They give bad service. They do not follow up on queries and when borrowing out replacement phones they do not protect the user enough in the event this phone is damaged.

I am now held liable for the costs of a replacement phone and my phone. PLEASE HELP!