device repair

I done an upgrade and got a Samsung a51. After a year and 4 months the phone just froze and restarted for hours. Eventually I had to wipe the phone but it would still restart randomly. I went to a cell c store and they couldn't provide an invoice with the device IMEI to repair the device with Samsung since it's still under warranty. I was told to call the upgrades department. I struggled for 2 weeks calling 8 times a day. When they sent a copy of the contract it didn't contain the IMEI and I was told they no longer add it. I went back to the store and the consultant sent management or whoever an email to assist. after a week I went back for the 3rd time since I didn't receive feedback only to be told that they still couldn't assist. the last person I spoke to from client care advised me to send the phone for repairs with cell c and when I was at the store I asked if they could do that only to be asked why no one sent it away before when I was at the store. As if I work for Cell C. Ridiculous. So the store booked the phone in on the 15th of February 2022 and told me it will take 7-12 business days. When I called today to get an update I was told the device has been sent for assessments and it takes 21 days to repair. I couldn't believe my ears and decided to call again then I was told it is at the repair center waiting for spares which could take another week or 2. I was told I would receive sms updates but I haven't received anything. I don't know why in a matter of minutes two different agents gave me completely different information. Please assist because this service is putrid.