Worse than horrible service

I am very disappointed with the lack of communication from Thokozani from the Eastgate branch. I purchased a Hi-sense U40 on 28-08-2021, a month later on the 29-09-2020 I returned it as it was not charging, it was booked in to which I received a SMS informing me that the phone was booked in, in November 2020 I received a message that I could go collect my phone from Ackermans. I got there and was assisted by Thokozani, got the phone back but it was not checked, got home and the phone was not charging at all, returned to Eastgate and Thokozani changed the battery, tested it and all seem fine. This phone was bought for my daughter especially for school as they were studying remotely, the phone started giving us the same issue of not charging but because of my work and schedules I could not go back to Eastgate to return it yet again, in December I went to Eastgate and because I was not feed up, I asked Thokozani to just return my money becasue we have had no joy with the phone, he said it was not his decision to make and he could only book it in again but because my daughter's birthday is in December I told him I will bring it back in the new year. Fast forward 06-02-21 I took it back and asked him to please tell the people at Hi-sense that it is rather urgent and that they should not take as much time as they did, when I first booked it in in September. Thokozani promised to keep me updated, I received no SMS from Hi-sense this time around to let me know that they have received my phone. 16-02-2021 I lost my phone and starting the Eastgate branch to get an update from Thokozani but to no avail, fast forward to this week Tuesday Thokozani then tells me that he got feedback from Hi-sense and they will not be fixing my phone as it has no *****s on the back. I went to see Thokozani during my lunch break. The phone is under warranty and the only people I have ever taken it to was Ackermans as per the sell agreement and now they're telling me I might of taken it else where and the *****s were not put back, what a load of *******. I had to leave as Thokozani left me there to go somewhere after asking this other lady about the issue with my phone and the false findings, the lady said this would need a manager and because I was already late for work after waiting there long for Thokozani, left the phone and the documents with a lady by the name of Martha to give back to Thokozani then I called him when I got to the office and he confirmed receipt thereof and said he would call me once he has spoken to the manager. I did another complaint with Hi-sense and was contacted by Ruben who said, I should give him a few hours to look into the matter and he'll get back to me as he could not pick up any booking repair under my cell phone details and asked if I got a job card number from Thokozani, to which I said no and send him all the documents I have. I want my money back as this is just some joke or money making scheme which I want no part of. I am frustrated and irritated with the phone and service received so far before I go the Ombudsman route, please let sort this one out very fast