Phone handed in with cracked screen got missing at Repairs Centre!

I handed in my Samung Galaxy J16 phone to repair the cracked screen on 4/9/17. Went end of Oct 2017 to collect my phone. Could not find or track it with my reference number they gave me. Vincent who works there said he would go the next day to Midrand and find out. Up to today (5/2/18) had No phone call. I went back in 2 days and still no phone or apology for not detecting my phone. The regional manager (Andrew) always wanted to give me a pocket phone !! They provided me with a spare Galaxy J16 - the screen went totally dead and I again took it in (up to today have not heard any word about that phone). Then they provide me with a LG phone - which battery died after it had been in use for 2 hours. I had to put up with this phone since before Christmas. Every time I went to the store the regional manager just told the manager he want some time to sort this out - which never happened and he was just a mystery that I could not get hold of. I wrote a letter to Vodacom and Tot U Diens from the paper - Die Beeld. I eventually got the number of the regional manager and the repairs manager. Jonathan the repair manager was very helpful and called Andrew to at least provide me with a new phone (I asked that they replace the same phone which was 4 months old for me). I went on Saturdag (3/9/18) to get the new phone. Upon arrival Vincent (again) said they will give the phone but they will take the battery. After I said to him to call Tammy the manager as Andrew promised me a new phone, he said they will give the battery. Next thing was that I had to pay for transferring the data - which I refused (nothing of this was my fault) After they transferred the data, Vincent said I must give back the back cover of the phone (which I refused as the whole phone and not only a shell of phone was promised to me). When I came home - I saw that the phone was very small and noticed that this was a Samsung Galaxy Mini Prime phone - totally not the phone I handed in. I phone Andrew this morning and told him the story. He said that they handed this phone because the Galaxy J16 is no longer on the floor. I was furious as this is not any of my fault and if he was more willing to assist me in this matter last year in October - none of this was necessary.

The long and the short about this is: this phone is my business phone. It took me 4 times to drive to Cresta and that is money, time and energy that I do not have. Every time it is 40 km back and forth and hours out of my day.

I am certainly not happy with the Cresta repairs store; not happy with Vincent's attitude; not happy with Andrew that never came to light and make his client's priorities his own. I am a Vodacom client since I received my very first phone when I was around 19/20 and I am now 56 years old. Payment my contract every month and was never in debt or behind.

Is this the way to treat a loyal client?

Thank you so much for being able to write my story.

Kind regards Sonja van Zyl