Poor Service from Vodacom Cavendish Mall

On the 19 March 2018 I booked the phone with a screen protector the first time for LCD repair as a few days before that a green shade started appearing on the bottom left corner of the phone and was growing bigger and bigger. The screen had not cracked or the screen protector. On the booking form I described the events that the phone has fallen a couple of times but it didnt fall and then start showing the green shade. The shade appeared a while after I last recalled the phone falling. We claimed from insurance and paid an access of R450. I received the phone the phone on the 4th of April. And it didny have a screen protector. A day after receiving it I tried using the camera and it was blurry and out of focus. I returned the phone to Vodacom and they booked it in again saying that it was a mistake on their part and we wont be charged or make an insurance claim for it. I received the phone on the 18 April and on the 24 April in the morning after taking the phone out of the charger the LCD was flicking on and off. I could use the phone as the screen was flicking. I returned the phone to Vodacom explaining the events and they said the phone must have fallen because there is a crack on the side of the phone. I explained to them that I dont recall the phone falling and I dont understand why there is a crack 6 days after it came back from repairs. They quoted R900 saying that in order for repairs to take place the amount has to be paid. My mother called the store explaining that it doesn't make sense that a brand new phone less than 4 months old with a screen protector can have recurring LCD issues. She requested that a new phone of the same value be given instead of repairing the phone again as the problem doesn't seem to be fixed. A man named Rian communicated with her over the phone and said he would further investigate and get back to her. He hasn't gotten back to her and Vodacom has had the phone since the 24 April. I went to Vodacom on 19 May to enquire and they said they would email Rian to ask him to contact my mother. He still hasn't and they still have the phone.and my mom is still paying the contract.she is contemplating to stop paying installments for a phone that is not in use.

I hope this email will be escalated to someone that can assist or give us some rational explanation for this kind of service.

Regards, K Mgoboli Mobile: ********** 688