Replacement phone incomplete

I took in my HTC one due to a faulty camera. Vodacom replaced the phone without a sim tray. Numerous unresolved visits to the branch with empty promises that the sim tray was ordered. After a few months I reported to the call center and asked for the issue to be escalated. The lady accused me of having the sim tray and when I asked her to check if the phone had been used she then rep**** the sim tray was ordered by the branch. I asked her to notify management to call and I am still waiting. The branch also said their are no sim trays in the country. I have business accounts as well as personal and I have been with Vodacom for more than 10 years. I always believed they were the best. How wrong was I.