no help,feedback or response from manager

Hi My wife took out a contract with vodacom chatz tygervalley,firstly the manager lets a trainee deal with our contract which was frustrating because this person didnt know what was going on. we eventually got the phone went home and found ot the next day that the earphone of phone doesn't work when you make calls, we then took phone back and manager told us she will book in phone and give us a new phone that's in her stock when she told us that she disappeared for 30 min her staff couldn't answer us saying she has the storeroom key to give us new phone then they refuse to contact manager telling us we must wait for her or go home and call later,she eventually comes back then she says she will order new phone, that was on the 23rd Sept 2015 since then i had to phone her constantly she never got back to me at all we phone vodacom head office and Yvonne and told her that instead of R97 pro rata vodacom took R297 from my wife's acc, Yvonne said she will sort it out and get back to us she never did, every time when i phone for her she is either out of office or busy with client.I called her today couldn't get her in, her staff says she is in meeting then going home.worst customer servi