No Correspondance fron Vodacom

I have logged an article regarding my poor experience I had with a consultant that put me on hold for 20 minutes the put the phone down in my ear. No one bothered calling me till today. This all happened when i wanted to return the handset they sent me(16GB Samsung J5). I explained to them that they can come and collect it the very next day 03 October 2017 as their terms and conditions says you can do this within 14 days. After 6 phone calls to them with instructions and contact telephone numbers given to all call center staff they have still not made an effort to collect it. I spoke to consultant Esther earlier today and no again Sibusiso and I'm still waiting on correspondence. I do not know what to make of it. What is more weird is that they don't send you a reminder to cancel or update your contract, they keep on receiving your payments. This is pathetic service from one of the leading server providers. I wonder what management thinks is happening in the works place, is there ethics in the work place or is the staff there purely for the money. Vodacom needs customer orientated staff and a few customer relations managers as surely they either cannot cope with the work load or they just not s****ed enough to deal with clients.