Charging for repairing a phone under warranty

My LG cell phone bricked itself on the 15th of March, after spending time with their call centre I was told to take it into the store for repair, which I did showing them it was an OS issue. Today get sms contact repair dept with this reference to accept a quote on repairing my phone. My phone is under warranty!! After trying for more than half an hour to get to their repair dept, with no luck I complaint with their call centre and I was promised to get a call back on the issue, this was at 12h00. I still have not received a call nor been able to contact their repair centre. <br> So my issue here is why are they selling grey phones, because my phone should be under warranty? Why did my phone not go to LG for repair? <br> Is there a repair department at Cell C, seeing no-one answers, or do they hand their grey phones to their bored Call centre to fix? <br> Why am I paying for a repair on a phone under warranty when there is an OS issue? This phone had cover and screen protector and if you were to put it in the box it could be mistaken for new!<br> SO after yet another bad experience with Cell C, you may laugh now but I will laugh in Jan and then April and finally in Dec when I end my contracts