Horrible Service from Cell C

I have a standing contract for a cellphone an A53 dual sim with cell c. After a few months my phone stopped recognizing sim 2 and I took it in for repairs. I was told this process will take approx 21 days to repair. After my phone was taken in I got a quote of R10 000 to repair my phone because it has "physical damage" I asked how is this possible because the only issue I reported was that the phone did not recognize the sim inserted on the sim 2 slot. I declined the quote and now my phone has not been returned since the 15th of March 2023. I am still waiting and no one can explain what has happened to my phone. I called Cell C Fourways branch where I had handed my phone in for repairs and they gave an update that my phone's touch screen was not working. I asked how this is possible because when I brought the phone I explained the sim slot issue and the consultant first assisted with testing with a new sim and my touch screen was working fine. Now it makes sense why they cant return the phone because they broke it. You can view the footage of the day I went to check how the repair process works and you can see the consultant using my phone with the touchscreen working fine. This has been beyond frustrating and Cell C needs to explain how suddenly my touch screen is not working and why are they not able to return my phone now. The debit order is active for a phone I do not have. Please bring back my phone that is working