Poor service

I did an upgrade for Samsung A71 on the 1st June 2020, i got the phone on the 5th June only to find out that phone is faulty i called customer care on 7th June 2020 i spoke with 2 agents Cohen Mabunda & Hlengiwe Molefe they promised to log a call so that they can collect the phone, i will get an sms with a reference, so that ram can collect the phone, they didn't send anything to me i had to call everyday until ram came and collected the phone after 7 days as i was sent from pillar to pos by merchants cell c customer care.

Cellc kept the phone for 1 month now they want to bring it back to me and i cant use a faulty phone were else im going to pay every month. They dont want to cancel the upgrade and give me a new phone.

I have 8 reference numbers with no help