Poor customer post sale service and poor product

I took a telephonic cellphone contract with Cell C and received the iphone 11 on the 09th September 2025. I was so happy when it got delivered and thought I received good service. But things turn around immediately after opening my package. I realised then that it is a pre-owned device. I specifically asked on the phone call when I spoke to their agent if the phone was new and the answer I got was that Cell C does not have second hands so yes the phone is new. The phone came without a charger or earphones.

I called Cell C with my query why did I get an old phone with no charger and no earphones, I was told that the iphone i took is a second hand and second hands do not come with a charger of the earphones. I accepted the sad news as the phone seemed to be working at that time, so I bought my own charger and screen protector at the local cellphone shop.

6 weeks down using the phone I just started to no longer work, No fall no incidents just the phone itself not working, After several phone calls to Cell C and being told to go to the branch for the problem I had I went to the Cell C branch at the Grove Mall Pretoria, There I was told that they do not assist telephonic deals only their clients who bought in store. After a sit in and phone call made to Cell C customer line I eventually managed to get heard and my phone was taken to the repairs. This happened on Thursday 30/10/2025 when I left my phone at Cell C store for repairs. It is Tuesday today I still do not have my phone and have not heard a word from anyone from CellC. I feel so frustrated and wonder if this phone contract is worth keeping as I only made 1 payment to it thus far. I cannot go through this for the next 36 months and it is clear that when problems come I am on my own. I trusted Cell C and did not think they can sell broken stuff but clearly I was so wrong.

I want to cancel this contract and be freed again as this is clearly a nightmare of a contracted just as it starts.