Bad customer service and bad attitude

I upgraded my contract late November with a refurbished iPhone 11 and I understood that it was not a new device, however I was assured that it won't give me problems. Firstly I struggled getting the phone from the courier and I had to call and wanting to cancel the contract and that's when the devise was delivered. A day after I received the device I booked it because the battery didn't last and it was picked up. The guy called me from the repair center and assured me that the phone is okay and he did a software update. When they brought the phone back I was not informed luckily my cellphone consultant received the phone and asked me if it was my phone and I said yes,funny because I was advised by the courier that no one can accept my parcel. I took the phone kept as I was busy preparing for black Friday it was on on Thursday if I remember correctly when I started using the phone and only reliased on Friday evening that I can't make nor receive calls. Today I call the call center wanting assistance then this lady shouts at me (Sinethemba),telling me to put welkom Sim card on a cellc contract phone and I refused, I asked to speak to her team leader and she told that she can't put me through and she has a lot of team leaders insulting my intelligence. She wanted to transfer me to repair center i refused at first and then after she refused me to speak to her team leader I asked her to transfer me to repair center and she now you want me to transfer you. I want a new devise or contract cancelation. I cannot pay for something that I won't be able to use for the next 24 months