Bad Customer Service

I loaned against my Xiaomi Redmi Note 10s which expired on the 19th January 2023 at the Bellville Middestad Mall branch. As we know you still have two days grace there after to collect the item or extend it. I received a call on the 19th at around 9pm and the person asked me for the password to my phone as they bought my Xiaomi Redmi Note 10s on the 14th of January 2023. I made my way to the store on the 20th hoping to collect the phone, when I got there not one of the staff members could find my phone. My phone was sold whilst in contract and nobody knew. I immediately asked to speak to the manager whom this guy named Jean came he didn’t know what to do not to mention how to approach this matter. He was waiting for the franchise manager to get out of a meeting as he clearly did now know what to do, I was sitting in the back office waiting and waiting. I provided him with the number of the person who bought the phone, he called the person, and the phone was returned that same day. So here we are with a phone who is not in the same position as I left it. My contract was breeched. A week later on the 26th of January I returned to the store hoping this matter will be fixed as I demanded some type of compensation for this unprofessional situation. You call the head office, the receptionist puts your thought to automated service that keeps telling you the extension is busy, I demanded to speak to management, and he insisted I lay a complaint. Which mind you I am still waiting on feedback. I was then told the person who works in the complaints team is on leave, so I have to wait. I demanded I speak to someone as im not waiting another to be assisted. I eventually spoke to someone at head office called Nashley who was conveying a message from the franchise manager “based on the popia act, your contract states you have to pay for the item before the due date” I asked her to let me know about this popia act and I promise you she did not know as she was just conveying a message. I insisted I speak to this person who advised her to tell me this, she told me I will get a call back and she will advise me when to expect a call from this person called Ceegan, I still haven’t received any call whatsoever. I was told if the phone was not returned, they would compensate me with a new phone. Bu since the phone is returned, I must pay for a phone who was sold whilst n contract and that is not in the same condition as I’ve left it. Management is nowhere to be found; they are all hiding behind these sales assistants who clearly does not know what customer service is. That phone had so much emotional value on it and these people thinks nothing to just sweep it under the mat. I will do everything in my power to get the compensation owed to me!! I will not leave this as is.