Vodacom - pull your socks up Waterfront store!!

I recently took out a contract with Vodacom at the Waterfront, when my friend coaxed me to move over from MTN, with whom I had no complaints. I opened up a nice R1400/month contract with an Iphone 12Pro and the service from the guy was great. fast forward 21 days and my phone bombs out - totally dies. Brand new R24k phone. I take it in the next day, they can't revive it. I take it to the istore next door and they run diagnostics and tell me it's well and truly dead. It didn't even pass the current checker. I then go back to Vodacom and relay this info and they say I must wait 7 days for my phone to be sent away/ assessed/fixed etc. I told them there and then I won't be taking a 'fixed' brand new iphone I want a new one. They said they couldn't get me a new one so I called the ombudsman and found out i'm within my right to cancel a contract within 30 days if a product is faulty - ANY contract whether in store or online.

The next day Vodacom in canal walk said my phone was miraculously working and had just 'switched on' which I don't buy. But the day they told me this, when i went in the next day to get my info off the phone they told me it hadn't been logged with the store yet and had 'just arrived' and was being passed to a technician. So how come it was already worked on the day before while not officially logged with the store?

When I tried to cancel in the waterfront, they told me i need to cancel it with cancellations and not instore so i spent a good hour on the phone with cancellations logging it, they also spoke to the store manager Olinka and then it was logged. I told them i'd take out a new contract with a new phone but they only had 12Promax phones so i went next door, bought an iphone cash (12Pro) and told them they must cancel my contract for sure as I had a phone now and i'd move to sim only. What follows is the most ********** back and forth between the store, cancellations and a manager called Roxanne who doesn't deserve her job/title at the waterfront store.

when i followed up 2 days later with cancellations they told me it's resolved, i must go instore and have it cancelled in person where I took it out, and that it's been resolved. I went to the store, spent another 3 hours of my time there which included the manager Roxanne telling me rudely she will NOT be cancelling it because the phone is not faulty - WTH?!?!? And then when i said i'm going to log a complaint and i want it in writing from her that she won't cancel she said 'I will not give you that!' Even the Vodacom call center who heard her online apologized that she was so rude and said I must leave the store.

now it's 3 days later, NO call from Roxanne or Olinka or Vodacom to say what they are doing with my contract. It only officially started 1 October and so I have the 14 day cooling off period for ANY reason, which i'm well within, but Roxanne said that's only for online contracts which the Ombudsman said definitely isn't.

I'm both shocked and annoyed at the lack of service and rude service I had from the Waterfront store. I want this resolved immediately as I've wasted in total about 15 office hours stuck in their store and in canal walk trying to resolve this which is both time and money i will never get back

Vanessa