Shocking upgrade and after sales service

I am absolutely disgusted in the service we have received from Vodacom with our last upgrade. The first time the upgrade was done online was 6 Dec 2019, it was then done again on 9 Dec 2019 as it didn’t seem to go through. On 11 Dec 2019, we finally received confirmation that the upgrade was successful and that although there was a slight delay, the phone (iPhone 11) would be delivered before Christmas. After numerous more calls and follow ups, the phone was delivered on 14 Jan 2020. It only worked for 3 days after which the screen froze and after trying to reset it many times and even a few calls to Apple, we were advised that it may have what they called ‘touch disease’ and we should have it collected. On 21 Jan 2020 we contacted the after sales call centre and were told that collection would happen that week. On 27 Jan 2020, I called again to find out when delivery would take place and was told that although they had record of this, it normally takes 7-10 working days at which I remarked that I did not want to hold onto a phone that was not working in case I was blamed for it. The lady told me not to worry and that it would be collected. I called again now on 4 Feb 2020 to be told that there was no record of anything on the account. We have been loyal Vodacom subscribers for many years with no issues but the service has been shocking. Please can i be contacted to collect a phone that I did not break and that has been sitting in a box for 2 weeks while I have been moved over to the new contract term and am paying the new premium for absolutely nothing!!!