Repair on phone takes 12 months and counting... No replacement of phone even with insurance being paid for monthly.

I upgraded my phone to a CAT S60 phone during November 2017. During January 2018 (not even 3 months of use), the phone switched off and did not want to switch on again. I took the phone to the repair centre in Polokwane, where it was booked in for repair. A week or so later, I followed up on the progress and was informed that it was a software problem with the phone and that the software would need to be re-installed. They would have to send the phone in for this to happen. This would take about 4 to 6 weeks. After this period, I followed up and was told that the phone was still being repaired. To date, I have not received my phone nor any further feedback. It has been more than a year of me paying for a phone that I was only able to use for 3 months. I have insurance on the specific phone, but not even then did I receive a new phone. This is appalling and if I were to stop payment on my phone, I would get punished by getting a bad credit rating or even worse, Vodacom would block all my contracts, rendering them useless. The contract for this specific phone, ends November of this year and I have no intention of upgrading it. I am changing to another network. In what world would a service provider be happy for a device repair to take more than 12 months and in what world do you still require a client to pay the full amount without the use of the device? Even worse, that client has insurance on the phone and the supplier does not even replace the device. Disgusting.