Poor cellc service

I would like to complain about the poor cellc service. I bought a Samsung dual sim phne from them and it was working fine for 1year. When it started giving problems recently I did factory settings and suddenly my phne was network locked. I contacted cellc and was informed to load R150 airtime for them to help me, I did just that and phoned back. Their call centre agents could not help me at all, I phoned 3 times and each time they would give me a different story but no help, this after I did exactly what they told me to do. The first was not willing to hold the line for me to get the imei nr, the second said she cannot just transfer me to that department, but the first could do that, the third person told me I was supposed to load with more money and therefore she could not help me. I am now stuck with a phone that i cant fo anything with, cos i need the other sim to also work. What is my next step? How do i get help from this company. I know their calls are recorded, but they still treat people like this.