Vodacom Shop Irene Village Mall: HORRIFIC customer service and DISGRACEFUL leadership

Took my Samsung Ultra S23 in for repairs at Vodacom Shop Irene Mall on 5 December 2024. Enquired on the progress of the repairs 2 weeks later, only to find out that the phone had not been touched yet, let alone assessed and repaired. I was given the run around by Vodacom Shop Irene Mall to complete insurance forms, which I had already done the same day I handed the phone in. Received a call from the Vodacom repair center in Centurion where the phone was sent, towards the end of December 2024, advising that the phone cannot be repaired, the phone will be replaced at Vodacom Shop Irene Village Mall at no extra costs to me. Phone was sent back to the store on 27 December 2024. Come January 2025 I got a call from Kosey at Vodacom Shop Irene Mall advising that I may collect a new device. Arrived at the shop and was told that the S23 is discontinued, I may replace old phone with S24, but I will need to pay in R1000, which I did. Paperwork signed off, amount paid, slip received for amount paid. The next day I receive a call from Kosey stating that the phone was given to me in error and I need to return the device that same day, after the box had been opened, all my information transferred onto the phone and I had already spent money on a cover, screen protectors etc on the phone. I requested to speak to the store Manager advised Kosey and the store Manager, Ruan, that we were not in town and away with our family. Ruan, the store manager had a terrible attitude and could not come up with a solution. In fact he had a very blaze attitude and could not care less that customers had been inconvenienced by his store and staff. Not even as much as an apology for the error that HIS store and HIS staff made! I requested that he return my call with a solution. Fast forward to April 2025 after not hearing from the store for months, I receive a snotty e-mail from the store stating that I can keep the S24, but I need to submit a letter giving the store ownership of the S23, and in the event that I do not comply, my device which THEY gave to me in error, will be black listed. What audacity to threaten to blacklist a paying customer with numerous contracts and who always have paid on time for YEARS, when the fault was THEIR OWN??!! 3 Months later and still no phone call from the store manager, Ruan, reaching out to apologise and come up with a solution. He rather had his subordinate send me a mail threatening me. Ruan has not only displayed TERRIBLE leadership, but even worse customer service. The mail further stated that Kosey who initially assisted me needs to cover the costs of the S24 incorrectly issued to me, when Vodacom stores have insurance to cover these types of errors that occur. HORRIFIC customer service, no accountability and DISGUSTING leadership from store manager Ruan!!!!