Cell C Customer for 16 years

I have been a Cell C contract customer for 16 years, all was good and well until recent times, long story short I bought a refurbished handset from Cell C, I have insurance in place. I accidentally broke the phone screen, reported it and they took it for repairs, within two weeks of receiving it back, it started having screen problems where the screen would freeze and I won't be able to see any calls coming through, this happens mostly when I'm on a call. I sent emails and called, they booked the phone in again, it was returned within 2 weeks, the problem persisted again after two weeks. Yesterday on the 26th November 2025, within the two weeks of the phone returning to my possession I made contact with Cell C, I was informed that the Team leader advised the sales leader to transfer me through to the repairs department as they would know what to do, I got through to a lady who was very willing to assist but we got cut off, I called back, got transfered to a lady by the name of Kgomotso who explained that Cell C policy stipulates that the phone has to be repaired atleast 3 times before I can get a way forward on the issue, we got cut off and i got through to another lady who had no idea that such a policy existed, we gor cut off I called again and got through to a lady by the name Lebo, who wanted to book the phone in for repairs again without asking me why am I persistant and what the real problem is, she asked for the phone's EMEI's number I did not have it at my disposal at that moment, she immediately dismissed me and told me I need that number before she could assist other than that I need to call back, this is after 4 attempts. I explained that this contract is still new as it was an upgrade and it still has 24 months, I cannot afford to book the phone in again as number 1, I believe 2 occasions of trying to fix is enough proof that the phone can't be fixed, I work with clients and this is our busiest time, I have lost client's data due this problem, I will not be able to book the phone in for repairs again and get sent from pillar to post, I have already put my job jeopardy enough and this is not about me wanting a replacement, it's about customer service and what the company and I can do to resolve the issue at hand, no one works for Cell C according to the feedback I got from their sales champions as they don't even know who assist with what and what time lines are in place, I still have a long way to go with this contract I need a resolution. I also never got any ref number from them as usual