Very poor service at Cell C follow up to return a faulty new phone

Very poor service on 15 November 2023 trying to return a faulty Vivo Y27 phone that was delivered to me on 14 Nov at 2 pm. Took 34 minutes of being sent from one person to the other. Dropped calls and agents who do not even take the time to speak slowly so one can understand what they are saying. Eventually got a reference number - ***. Could not add an additional contact number after the case was lodged. A real frustration as I am travelling this week so am not at home most of the time.