upgrade and new phone faulty

I put in a complaint with Cell C after getting my upgrade (Samsung S20 plus). The battery charging device did not charge the phone and was not making contact. I was told to take it in to any Cell C shop and ask them to book it in as an out of the box failure. I went to Longbeach and booked it in and the man who assisted me said it was still under warranty and I would get a new phone. I was then contacted some 10 days later to tell me to come and fetch the repaired phone. I do not accept that I cannot get a replacement phone after being told by the rep at Longbeach and the cell c call centre. This is the latest email received from the repair centre: Good Day Thank you for contacting Cell C Repairs. Kindly visit the store and ask the to rebook the device and mark it for attention Gary Peterson. Please attach a copy of this mail with the device when sending it back. Regards

I sent the email to Longbeach because I dont see why I should take the email in to the store when we are social distancing, but rather use the email platform. Still no response. I do not have the phone, it is still at Longbeach??