Non-existent service regarding watch repairs

We have had the worst experience with Vodacom to date. My mother in law returned her Samsung Active 2 Watch in Feb 2022 because of technical issues. Vodacom Malmesbury sent in the watch for repairs to Samsung (Job number: ***8). We are not even able to track this number, as we get a technical error on the Vodacom portal when searching for it. It was stated that repairs will take 2-3 working days but it has been 4 months with no feedback at all.

We have followed up multiple times with Vodacom, who pointed us in the direction of the Samsung Repairs office (Tel: ***), we have called multiple times without as much as an answer.

We have also tried the following: Vodacom Online Chat Samsung online chat Vodacom Tyger Valley Samsung Tyger Valley

Representatives of these places kept saying that this is not their responsibility so they cannot provide us with feedback. HOW is it possible that we cannot get a hold of one single person that is able to assist?

It has been 4 months since we sent in the watch, all while still paying for the full amount on a watch my mother in law does not even have anymore.