Vodacom *****ers

Went to upgrade my expired contract at the vodacom shop in Fourways on Sunday the 3rd July and after sig signed the documents they attempted to convert my existing photos, apps and contact details to new phone only to find that it is not working or possible phone failure. (*** ) They refused to give me another phone and said I must wait for technician to review this phone. I left the store without a phone but upgraded contract. To make things worst when I log a complaint with Vodacom they close my complain again and revert me back to the store which is not willing to assist me until phone has been inspected which again was never even removed from the store. (Ref ***) Manager not willing to phone me back and said I must trust the process. How is this my problem?