Vodacom - BAD BAD BAD Service

On 9 July 2020 I received my new phone from Vodacom. They said that I have two weeks to return the phone. The phone isn’t working properly. I phoned them and told them to replace the phone. They said Vodacom will contact me within 48-72 hours. On the Friday a guy who said he is from RAM show up and told us he is here to collect the phone. He didn’t have any papers with him (what proof will I have that I give the phone to them). Vodacom also didn’t contact us with instruction as they said they would before he came here. I told him that I will not give him the phone. I will first talk to Vodacom. From thereon I called Vodacom 7 times already too ask them what is going on. I spoke to Lewis, Cindy, Palesa, Peo, Ivanda and Anolene. One person just transferred me to the automated service system after she said she will go into my profile. And every time I phone they escalate the call and say they will contact me in 48-72 hours. Today is long past the 72 hours since I phoned the last time. Will I get any service from Vodacom? I have been with Vodacom since 2002 and have 5 contracts with them. This is the first time that I receive this extremely bad service from them. Wonder if somebody will go through the trouble to sort this problem out?