Cell C is violating my rights mislead by false information or inaccurate marketing done by Cell C .

Good day

I have a contract with Cell C. I lost my phone Huawei Nova 9 Ref: #*** I claimed for it so now they are telling me that the claim is approved but ''Kindly note that your device value is R15,499.00 when claiming for Loss or Theft, your excess is 20% of your device value. (R15,499.00 multip**** by 20, divided by 100 is R3,099.80)'' This was not disclosed to me when I take their contract they are saying this now. They told me that I will pay 20% excess fee which is R1250.00 when I took the contract. They are only saying this now since I am claiming now it's from pillar to post they said they will listen to their phone recording since their recorded for quality purpose's still no feedback when I call them they hang-up on me telling me that they will call me back. Cell C is violating my rights as a consumer am being mis- treated I have the right to safe and good quality goods, to be fully informed about everything there is to know about the product or service .Not to be mislead by false information or inaccurate marketing done by Cell C staff members because they want to reach their target sales. They don't want to account for anything now come month end they will debit my account.

Please help its been a month now without a phone.