Faulty Phone

My brother bought a Samsung A06 in October 2025 which only worked for a week then it had a problem with a sound, he returned it at Ackermans Ziyabuya complex in Port Elizabeth they took it. It’s been a month now waiting for his phone back when he goes to the store they say they still waiting and they don’t know when is it coming back and they can’t refund him either.Out of frustration he told them he was going to complaint to head office and they said he was not going to be the first one complain and he won’t be taken seriously. I wrote an email on his behalf to customer care following up on this matter and all I got was the response that says my query was escalated. He went to the store again and he was told if he wants his phone back he should pay R200. They sold him a faulty phone, refusing to refund him and he must pay R200 for get his faulty phone back? How is that fair? He wants his money back. Ackermans must give him his money back.