Cellc not giving back my phone

I recently upgraded my contract with cellc and I took an Samsung note 10 and within 2 months the phone stopped working. I took it back to cellc and they booked it in for repairs and I was told to call their repairs department of which I did and I was told to go back to cellc in promenade to get a new phone because it was faulty and not fixable. I went to the store and they were not helpful instead they made me call their call center to send a phone to me and I was also told they do not issue phones. What’s sad is that I still have to continue paying the phone and yet I do not have the phone with me.