Terrible customer service!’

I have been a Cell C customer for approximately 10 years On the 16th of December 2021 I upgraded my contract and got a Samsung Z3 fold 3 months later the screen started to lift along the fold, I took the device to Cell C Fourways Mall (where I had renewed my contract and received my new phone) They sent it in for repair, it was returned in 7 days without any charge 10 months later the same thing happened but worse I took the phone back to Cell C they assured me the phone would be repaired under the (2 year) warranty and would be repaired in 21 working days 28 days later I contacted them, the phone had not been returned The following week (08-09-2022)I went into the store, they called the repair department, I spoke to Nomfusi who told me I had not accepted the quote so the repairs had not been done, firstly there shouldn’t have been a quote as the phone was under warranty and it was clearly a manufactures fault. She then proceeded to tell me it was going to cost me R21 000 to repair! Adding that there was physical damage to the phone (perhaps a few scratches which had nothing to do with the screen splitting) I was told I would be contacted which I never was On approximately the 24th of October I called the repairs department and told them to return the phone without being repaired to Cell C Fourways Mall I called today (03-11-2023) and was told the phone had not been returned, I asked the lady to please follow up, she said it’s not up to the store to follow up and that I must do it, I told her that I had given the device to them and it was their responsibility to return it, she then hung up All I want is my phone to be returned to me, I haven’t had it for 2 and a half months and I need to return the loan phone I have I am beyond annoyed!!