Sony M4Aqua

I have a Sony M4 Aqua with CellC experienced massive problems with this device amongst others the earpiece died so can't hear any person on a phonecall, so I contact CellC repairs to book the device because it is still under warranty infact the device looks brand new not even scratch(I'm a little OCD) because I live in a very large town that doesn't have a CellC store Ram Couriers were suppose to pick up the device and due to my work at a tertiary institution I am practically best friends with the Ram employees see them daily, they kept on checking for me if there is an order pick up my phone from CellC but nothing up to date! So why lie to me CellC?