Vodacom beyond useless and I pay every month

I have submitted a complaint about my Samsung S21 5g, and Vodacom Meyersdal. Until TODAY i have not received a courtesy call from Vodacom except from the Vodacom outlet to indicate that I must collect my phone and see how it goes. If it doesnt work I must then bring it in again. No response to my other queries. I am not collecting HAT phone until this matter has been resolved amicably Since when is Vodacom so useless