Online purchase gone horribly wrong

I have received the worst service from Vodacom online. I just sent an email to a Sameerah Chetty who is supposedly a manager explaining my query and my dissatisfaction with the service I have received. her response was "I have submitted your documents, will get back to you" No apology, no acknowledgement but because I am desperate for a phone I am forced to wait for them with a response and accept the service they are giving me. This query has been going on for almost two weeks, and I have been the one following up. No one has actually gotten back to me to give me a call

I am now being told my application can be unsuccessful because they cannot process the same application twice. I have pleaded with them on so many occasions to listen to my calls to get the full context but I find myself having to explain the whole thing again. I requested to speak to a manager on Saturday but was told I can't. I do not know who can actually take responsibility for this query and actually try to assist me. This is poor poor service. I don't even think I should carry on with application. I have not even received an apology after being given the run around.