Vodacom Online Customer Response is shocking.

I am highly disappointed in the service currently being experienced using Vodacom Online. I took out a new contract with an iPhone 7, received the package, the phone had out-of-box failure, i have called the online department to have the device collected and package exchanged and it has been a week already and i still have no idea when they are coming to collect the device. Even more disappointing is, even with the issues im dealing with, they have already deducted my 1st payment. This is incredibly frustrating.