I need way forward on ow to get a replacement or refund

I booked my in phone for repairs on 13th November 2017 (I have to say the booking process was smooth an the consultant was very kind her name is Linda Zakade). I was told that I will get response within 21 days.

Well I did not get any feedback from Cell C until I visited the store a month later. When I visited the store the consultant (Lebo Hlohlongaone) who was helping was not as efficient as the first one and often time did not know what to do and spend more time on her mobile phone.

She told me the phone needs to be replaced according to the system and they do not have a similar phone for the same value so I need to top up to get a new phone. I do not have the top up amount so I told her I think I will settle for a refund. Then she said that is not possible. So I requested her to escalate accordingly because it does not sound right to force me into one option which is a top up.

I think the Linda the consultant who booked in my phone overheard us and had to step in and advise Lebo the current consultant that she can send an email to someone to have this resolved.

She sent an email to Praveen Haripersadh explaining the issue, and copied me on that email. At this stage I was satisfied, so I left the store awaiting the response. There was a response from Praveen Haripersadh at some point the communication was distasteful for a lack of a better expression (email communication attached).

Needless to say the issue has not been resolved it has been 3 days now. Can someone help?