Terrible service from Vodacom Eastgate and arrogance of managment and owners to engage with complaint face-to-face

I would like to lodge a complaint against the Vodacom Eastgate store. My phone was in for repair for months (since January) and its was still barely a couple of months old, they took a very long time to repair (even half repiared the phone and me having to bring it back) and now they want me to pay for a loan phone that is cracked due to their service failure.If it were not for their slowness in repairing a still brand new phone I would not have this loan phone. I have visited the store many times and no one is willing to assist, I have left messages for the managers to call me and they haven’t. I eventually called them today and eventually they called me back. They are now refusing to release my phone without me paying for the screen, the franchise managers refuses for me to come in and talk to them to hear my side of the story instead it was them playing judge jury and executioner with regards to my complaints. they have accepted no blame in their service failure and no responsibilty. I requested the form where I accepted that I would pay and replacement or repair amount and they could not produce this. I have 3 contracts with Vodacom along with a new request for fibre line, if this cannot be resolved you can cancel my R2000 a month for your R1000 screen. You cannot treat customers the way you want and get away with it. Even when people come into you store you have no service standards and more staff talking to each other assisting customers, no managers around and no one willing to help.