New S6 Phone in for repairs, no response from Voda

I lodged a complaint on a new phone Samsung S6 3 days old on a NEW contract that were send to Samsung for repairs, It is now 14 days without any info from vodacom, that means we are paying a new contract with no phone. Vodacom did not respond with my firs complaint and still nothing. Who is paying who? Is there any customer service at all from Vodacom? this is my third complaint.