Phone Faulty (Cell C)

I have cellphone contract (not insured) with Cell C, my phone froze during updating software. I took the phone to the nearest store on the 22nd of June 2020 and the consultant who was assisting me said that I won't be charged since it wasn't a physical damage and I will get my phone back within 21 days. My phone was dispatched to repair department and I was told to do follow up and I did as they said however it took about 31 days to for them to respond me, I called Cell C repair department on the 21st of July 2020, I was assisted by Redal and she made the process to speed up and asked me to phone the following day, when I called the following day I was told that I should pay R5000.36 for them to repair my Samsung A30 while they debiting R328 from my account every month. I complained that I can't pay the amount and I ask for the manager then I was told I can only communicate with the manager through email address, I have sent the email to this email address : *** for the Manger by the name of Joe Mabunda and there was no response till to date.