Very disappointed with upgrade and service

Hi, my husband and I upgraded our phones and congrats recently. Due to stock availability we received our phones at different times (about 2 weeks apart, mine first and my husband’s later). Only after receiving my husband’s phone did we realize there was something wrong my phones home screen button (iPhone). I had t actually used the phone yet, just tried to set up. I contacted Vodacom to resolve this and after log discussions between departments, one consultant from Upgrades confirmed that they would arrange for RAM couriers to collect the phone. This was a week ago. I have phoned that consultant daily to follow up and sometimes she doesn’t even call back (she doesn’t have a direct line to be transferred to apparently so I always have to leave a message for her. When I spoke to her yesterday she said it was a different department that needed to arrange this and she would follow up with them (last Tuesday she told me it was scheduled for collection the following day and they would call me to arrange a suitable time). Still I have heard nothing. Now I’m sitting with a phone I cannot use because it’s due to be returned as it’s faulty, and I am probably going to be paying for it too at the end of the month.

This is really just shocking service . I have no words to articulate my frustration but this is not service.