No accountability from anyone in Vodacom

We took delivery via a courier, of an LG G5 SE Titanium on Tuesday 12th September after doing an upgrade on line (Inv K ********** ). The phone was set up using the password and fingerprint access. However the phone froze and will not accept the finger print or password. Nor can it be reset to factory settings. I phoned Vodacom early on Wednesday 13th September to request a new phone. This process took over 50 minutes as they transferred my call to various departments as no one wanted to take responsibility or action. I was finally informed that a courier would collect the phone, return it to Johannesburg, inspect the phone and then replace the handset. I asked if I could rather take the phone to Polokwane to swap and was told it was not possible as this phone was bought on line. The phone was not picked up and I called Vodacom again on Thursday 14th September, ref no. ********** 09. I was told that the phone would be picked up. To date the phone has not been picked up and I have not been contacted by Vodacom or a courier company. I will be in Nelspruit this week and want Vodacom to organise that I swap the phone at Vodacom Nelspruit.