Return not collected

An upgrade was done online for an Apple Iphone6, received the cellphone on 03 January 2018. On the day the cellphone was received the cellphone was faulty (screen was fuzzy) lines flashing over the screen and switches on and off.

The same day I advised Vodacom to collect the cellphone. The cellphone is still in my possession and I have been calling numerous times to collect. All the times I have called I received different answers from different people.

I was even given an email address to send my complaint to, not resolved and they did not even respond properly. After sending the email the only question I got was the phone collected, and yet in my email I advised I am still sitting with the cellphone.

I was told twice by a supervisor that my query/ return will be dealt with urgency. The last call I made I was told my cellphone would be collected latest Monday. It is now Tuesday.

I was also told once the cellphone is collected I need to wait 14days for the return to be accessed and then only process a new upgrade!!! Why would you do this to someone if the return is not a fault on their side. Did I ask for a faulty cellphone??

I am literally in tears from frustration and anger as I use my cellphone for work purposes and I find it extremely difficult to manage with my current cellphone. What upsets me is that this is a faulty phone which Vodacom has provided me with but they not even assisting me with urgency. They just don't have empathy for their customers for inconvenience caused from their side. I would understand if I'm returning due to an issue on my side.

Cellphone received and logged the return 03 January 2018. I still have the cellphone on 06 February 2018.

When cellphone gets collected one day and still need to wait another 14days to do a new upgrade....pathetic!