Poor service from vodacom

I recently upgraded my phone contract with vodacom on the 24th of October 2025 with vodacom online and rewards core and yes they sent the phone Iphone16 but unfortunately the mirror camera was not working and the phone was reported the next day of receiving the device which was the 30 October and they collected it on the 4th since the phone was collected vodacom did not get in touch with me regarding the status of my query and I was advised that they will reverse the contract so I will be able to reapply but now it's seems I will be paying for something I don't have and vodacom is dragging their feet to resolve this issue