Pathetic customer service 😡🤬

I took out now recently a oppo 79 contract with them.Im a exciting loyal customer of more then 10 years.The day of the contract the sales person told me that it is compulsory to buy a scratch guard of R199.00 with them Then I ask her but why don't they put it in the contract fee or why did they ever notified you as a customers. She just said she dont know .Blue Route tokai didn't have the colour phone I wanted so she advised she do the contract with me then I can go to long beach mall to collect it.I agreed to it but when I got there the phone was there but they couldn't put the scratch guard on because the machine is broken😞I ask the guy if it is compulsory for a customer to buy a guard the why is your machine broken .Reply was it is not compulsory.Now I had to go back to blue route to put on the scratch guard .Come there a long story was given . Scratch guard was put on, Manager Gainor was just sitting there not even asking if she can maybe assist me. I email Gainor to tell her about the bad experience I had with the shop.She advise that no one told her to contact me but the day I was at the shop they contact her about the scratch protector.I email her to refund my R199 into my bank account but she didn't.Monday I had to go personally again to cell c again Gainor wasn't there .They contact her and then she advised the lady to refund my money , customer service was pathetic