Pre-Owned Cellphone Contract Warranty Repair

I would like to lay a Complaint regarding the Cell phone Contract that was approved at Cellucity The Grove Mall in Pretoria with a pre-used Cell phone, The contract started in June 2022, started to have issues with the phone on the 28th November 2022, which I reported immediately and took the phone back to the store, where a lady by the name of Audrey told me that because it's still less than 6 months , then it qualifies for Warranty Repair.

Weeks passed by No one got back to me, till I phoned the store on the 28th of December 2022 as a month have passed and did not get any feedback, all to be told by Audrey that their head office in Cape town says the phone doesn't qualify for Warranty Repair anymore I needed to par R2000 to Repair a phone that I only used for 5 months, ever since she told me she will talk to her manager and will get back to me, as she just started with the Company she doesn't understand some of the things .