Phone to be collected and copy of contract signed

A phone was delivered from Cell C, After delivery I tried to make calls I could not I then had to go to one of their shops for assistance. The lady who assisted me even bought R5 whattsapp unlimited.When I got home I still cudnt use the whattsapp cos I had to load airtime.I was then supprised, I called Cell C for two weeks nobody could tell me what happened.I was even told that airtime has been loaded when I asked what happened to it nobody could tell me. For two weeks I kept on calling for one thing but still with no assistance.A week before year end I spoke to another guy I told him that I need the phone to be fetched since I am not getting any joy. He then put me through to someone whom he said will sort out my problem I nstead she told me she logged a query and it will take 24-48hrs.After 48 hrs someone called telling me they need to deliver the phone I told her I have the phone it needs to be collected. I kept on calling with no joy, today I spoke to Molapa from cancellation and he told me that they cant take it back because I opened it,instead Cell C sents a guy to deliver another fone tomorrow. I dont recall signing a contract, I need it and fone to be collected I .