Upgraded phone faulty

I am a Vodacom customer for more than 20 years. I upgraded online and receive my phone on 1 July, on 6 or 7 July I called 082135 to inform them that my phone is not working. The guy said he will log a call and the phone will be collected within the next 10 to 14 days. On 24 July I followed up as nobody came to collect as yet. The lady Nunu told me that there was no call logged, and she will do it, again I had to wait between 7 - 10 days, but due to lockdown, she said it can take longer. On 13 August I followed up again, just to be informed that I cannot exchange the phone as I logged the complaint after 7 days. I explained to the lady, she said they will check my call register and let me know. This is now almost 6 weeks without any new phone and no time estimate to when I will have clarity about this phone. This is the worst service I ever received. I am not jumping from one service provider to another one, I stay loyal to Vodacom for many years, and this is the service I receive. The way I fee now, I want to leave Vodacom and join another servicce provider. Please Vodacom, fix this asap.