Disgusting, Putrid and Disatisfying Service!!!!

I sent my phone in for repairs in April 2024, it arrived at their offices around the 22nd or 23rd. Since then i have been sending emails trying to find out what the issue with the phone is and when I would likely recieve the phone. I have been trying to chat to an agent via the whatapp line, however they reply when if and when the feel like it.

On Monday 13 May I received an email with the quotation and asking me to accept the quote. Now I have no issue accepting the quote, however how can I accept a quote when I do not know what the actual issue of the phone was and also on the quote it states that the phone is being replace, not once did anyone try to contact me nor did the respond to my many emails to explain 1 what the issue with my phone is, 2.if there is going to be a cost attached and 3. why is the phone being replaced. As a paying customer I have a right to ask these question, however when I make an attempt at asking the questions, I get absolutly no communication. The other issue I have is that the quotation has 2 amounts attached to it. one amount says " Do you accept the R0.00 repaire quote on your Black View A 52" and then the actual quotation there is an amount of R1717.29. What is the correct amount? Do I pay nothing or do I cough up R1700. Your customer service is absolutely putrid, your call centre numbers do not work, when i call it say that the number does not exsist. I am a single mother and need to have a phone especially during emergencies... Your Whats App agents, have no sence of empathy to try and go the extra mile, all they say is "oh I am sorry, you need to contact such and such a dept on the email addresses provided."

I am absolutley frustrated trying find out what is going on becuase at the end of the day I am a paying customer and have never missed out on a payment, only to receive such service. Please can someone call me urgently and explain what is going on!!!