Huwei P10 Lite VS Cell C

Good day. I would like to know if hellopeter can assist me. About two (2) weeks ago on Sunday 2018/10/21 morning at about 08:00 the morning. After I woke-up I discovered that an unknown person has break into my house during the night. I immediately report it at the Police. Because of the fact that the Police couldn't attend to my complain immediately. I went to the Police Station to open a case for the Detectives to attend to it sooner. During the commotion my cellphone fall down on the public road from my vehicle. In the process an unknown vehicle drove over my cellphone. The screen was extremely damaged as well as the software function of the phone (Huawei P10 Lite). After I have open a case of Housebreaking and reported the incident of the damaged of my handset. I went to one of Cell C shops in Klerksdorp. At the Cell C shop, the assistant took my phone to send it to Cell C Repair Department to determine if the phone can be fixed or not. I also explained to the assistant that I have additional Assurance with Cell C on the said phone When I have open my contract with Cell C it was explained to me if I took an additional Assurance it will cover the phone if the phone was ****** and damaged it will be to replaced. The assistant response was that their Repair Department will discover if the phone can be replaced and fixed. I asked assistant I long will it took for them determine the outcome. Her response war about 5 to 7 working days. After the 7 working days I call the Cell C Costumer Care line to determine what the founding of the Repair Department was. The assistant at the Costumer care line put me through to their Repair Department. After I explain to the assistant of Cell C Repair Department. The assistant asked me to phone after 5 working days again because she could find any report on their system. After 5 working days on Friday 2018/11/05 late afternoon I received an SMS from the Repair Department of Cell C that I have to pay an access fee for them to repair the phone. I then On Monday 2018/11/05 morning I phone Cell C Repair Department to follow-up on the founding on my phone. The assistant then explains to me that I have to pay an access fee amount of R1400.00 first before they can start fixing the phone. I explain the assistant that I have additional assurance on the said phone and can Cell C give me a guarantee report that after the phone was fixed that it will work 100%. The he said I must contact the Assurance department of Cell C if they can assist me. I then told him that I will not accept the phone because the phone was extremely damaged and it will not work 100% again because he explained to me that they only going replaced the screen and hard disk of the handset. He then put me through to the Assurance Department. Again at the Assurance Department I explained everything again to the assistant as well as the condition of the phone and that they going only fixed the phone without any guarantee that the phone will work 100%. I ask the assistant at the Assurance Department what is the need to have an additional Assurance. The assistant asked me that I have to wait for 5 minutes for him to contact their Assurance Department. After 5 minutes the assistant explained to me that I have only to pay R200.00 access fee to a First National Bank account. After they have received the access fee. They will give them instruction to repair the phone. Again and repeatedly explain to the assistant how must a pay for something where there is no guarantee that the phone will work 100%. Then ask them to replace the phone with a new phone. The assistant then put me through again to the Repairing Department. Again I received the same answer and that there is nothing ells. I then told assistant I will not accept the phone and that it must be replaced because the damaged and repaired phone will continuously give problems and that I am happy with the outcome. That is why I know knock at your door and ask if you please can assist me if they can replace the phone. For about 20 years I am a costumer of Cell C this is the first time I have this problem with cell C.