DO NOT GET A CELLPHONE CONTRACT WITH CELL C

My partner bought a cellphone on contract with Cell C in 2018, had problems with it and returned it to the store after 3 months. He was told he would be advised of next steps and to this day, nothing has been communicated. Now we are in the process of purchasing a home and a measly R3 000.00 is what stands between us and owning. Many a times I have send numerous emails requesting for a paid-up letter and NEVER receive any response. Does Cell C even have customer etiquette and a turn around time when queries need to be attended to? This service is repulsive.