No loan phones when you book in your phone for repairs

Initially I got my new phone this year and from the very start the phone has been giving software issues. I called Cell C in order to collect my phone for repairs and requested a loan phone, their turn around time to resolve a query is 48 hours, they never responded, I called a week later and they advised me to book my phone in at a Cell C store, it turns out they do not have loan phones, so I told them to leave the loan phone and just collect the phone for repairs. If I did not call them I would still be waiting for their call back. I think it is poor of them to not be honest and stating that they do not have phones available and wanting to make the issue a store issue.