No service from Vodacom. 3 weeks without my phone

I reported an issue on Monday about Vodacom wanting to charge me for physical damages caused by them and all I got was a reply, but that is as far as their service has stretched. Pathetic!!! I have now sitting for over 3 weeks without my phone because Vodacom wants to charge me for their stuff ups. This is totally unacceptable and a slap in the face. How far do I need to take this? I have proof that the phone was not physically damaged upon booking it in and Vodacom need to fit the bit. I want my phone back asap in the condition it was in when I last had it and with the block taken off!!!