Bad Critical Service Entry handled by Cell C

I have a 24-months cellphone contract with Cell C with effect from 29/11/2019, My device experienced a technical failure on the 29/04/2020. I took it in for a check on 02/05/2020, I was told to wait for 21 days to resolve the matter. I have been calling for status quo and nobody seems to provide me with positive outcomes instead, I was told I am not under insurance and I have statements proving that I have been paying my insurance together with the agreed contract.

This has been a very frustrating experience for me because I use my device for business and personal day-to-day activities. Nobody seems to care and handle my crisis with urgency from Cell C.

The service has been very compromising and undermining. I seek an intervention.