Waiting since 2015-01-02 for repair.

My Fiance renewed her contact with Vodacom and received her new Samsung S5, after 2 weeks the new phone no longer received any network reception. She took it to Vodashop, Kolennade Mall where it was handed in and sent for repairs. (Job No ***6) She received multiple sms's with the last one on the 16th of January, informing us that it was sent to an advances repair centre and is being assesed. On the 4th of February I escalated the repair and received a reference number (S3-WAD2-2PAY) and an email confirming that someone will contact me within 48 hours - no one phoned me. Since then I've communicated with multiple customer care agents and all they do is inform me that they requested an urgent callback and someone will phone me shortly. After communicating with the agent again today (2015-02-09) she indicated that the technician will phone me within 48 hours. We have not received any service from Vodacom and don't know what else to do because customer care can't help and escalations are not a priority for Vodacom.