Poor service. No responsibility and bad communication or no communication

I've recently upgraded one of my lines, and over 1 month of having the new Device (I phone 11) the touch feature on the phone stopped working.

I've taken the phone to Vodacom whom I hold the contract with who's consultants at the Promenade stores "tech Bar" advised me to go to an I store as I still have a manufacture warranty.

After driving to my nearest I store ( which night I add is 25km away from m/plain) I was told by I store that Vodacom should book my phone in as the contract I hold is with vodacom.

Upon returning to the Promenade store I booked by phone in on 12 June 2023 for them to check what was wrong with my phone. I have since not received any feedback from the technical team nor from the store. I've called the technical dept today who, to my surprise confirmed that the phone has been sent back to the store on Thursday 15 June 2023

I have had to incur so much unnecessary expenses based on the advice provided by the Promenade stores tech bar.

The store has not reached out to me to advise about the phone and I probably would have waited for longer then the "Service level Agreement" I had with Ntsika at the Vodacom store.

I am now told that I need to remove my phones tracker in order for Vodacom to assist me, while I will be Billed for a Device that I have not had the opportunity to enjoy.

I am awaiting the vodacom store to rectify this as no one could confirm why I had not receive notification of the phone being sent back. Should I not hear back from any1 at vodacom this matter will be escalated within the confines of the business.