Online upgrade - Out of box failure . Still no phone

I did an online upgrade on my phone - Goes all great , I get a new LG phone and new contract but then it all goes downhill . The phone I get has a screen issue where the screen flickers and sometimes the phone freezes . I then take the phone to my local Vodacom store . They take the phone in and tell me they have to send it to the Midrand repair center where they will check the phone and then credit me the phone should there be an issue . This should take 5 to 7 days . I get confirmations that the phone has been received and then silence . I phone them and now they tell me the phone has been credited but they cannot send me a phone because my "Upgrade" has to be cancelled and a new "contract" be written for the end of the month . The problem is I don't want to change the contract I just want a new phone - It's the new month and I still do not have a phone because I had to send it in to be replaced .