Pathetic Service from Vodacom Repair Somerset West

I sent my phone in for repair at Vodacom Repair Centre in Somerset West on the 15th February. They later informed me that they couldn't repair my phone and they would be giving me a new one, I just needed to accept the claim. It later turned out that Cellsure never received a claim form because they lost my form! I went to the store on the 25th to fill the form in again, and accepted the claim. I received an sms today (6th Feb) that my phone has been sent BACK to the repair centre since I didn't accept the quote. I called Vodacom and they told me they were too busy and that they would call me back. I waited an hour and called them back instead but the line was busy/not answered. I drove to the shop and spoke to a repair consultant. He told me the claim is accepted but my phone was still sent back to JHB. It has since been over THREE WEEKS with Vodacom sending my phone to JHB and back even after I accepted the claim and are willing to pay. I don't understand why I cannot just pay the amount and receive my new phone? The consultant told me to phone them tomorrow so that cellsure can give them the "Go ahead." The go ahead for what? He didnt seem to know either. This is apalling service from you Vodacom. I don't know why youre rated as the best service provider since you didnt provide me any service. This is pathetic. I am hoping I get my phone within the next week as promised, if not I'm switching.