Poor service

I am Very unhappy with the service provided by Vodacom Online, i have received a faulty Samsung S20 Device, keep reseting by itself, i was told by the team that i have 14 days to return the device after i have received it, so at about 13 days the device started giving problems by shutting down every 5 to 10 minutes, i tried to get a hold of Vodacom Online and everytime i get transferred to another consultant , i do understand that due to the lockdown there are limited consultants that are able to assist, but we tried phoning numerous times, so by the end of April i finally got a hold of a consultant that then told me that its past the 14 day return date but he will try and arrange the collection, after 5 days i havent heard anything back from Vodacome so i tried phoning again and after about an hour & half finally someone could assist me with telling me that unfortunately they wont be able to take the phone back and that the phone is my responsibility..... i then wanted to speak to the manager because this is unacceptable because i signed a 3 year contract for a phone that is not working!!!! she transferred me and after about 30 minutes she answered with a reply telling me that the manager will phone me back.... which he did not !! i then went to Vodacom Head office hoping they could help me they booked the phone in with repairs .. i received the phone back 3 days ago and the phone is still faulty which i then again went to the Vodacom Repair shop at Lake Side Mall where i was told they cant assist me .... i phoned vodacom again.... i spoke to a lady there that said that the phone must be collected to be exchanged... then she transfered me to another consultant... and everytime its a different story to why they cant assist me .... i have tried sooooo many times to sort this out!!!! this is extreamly unacceptable ???? all my Contracts have been with Vodacom and now this.... i cant even use the phone yet i have to pay R900 every Month for 3 years..... for a phone that is not working...... !