Bad attitude

Last year in September I bought a Huawei P8 lite at Game store in city view for R2999. On the 12th of December I lost my phone. I did all that was required from my side to submit a claim. The Hollard Agent in store told me that since the price of the Huawei p8 lite has decrease I can take another handset that is R2999 or that is more but I would have to pay extra. Today I called and Thami Kubheka from finrite said that I can't choose a phone of the same value I would have to take the Huawei. But my question was that phone has lost it value. Why can't I take a phone that is R2999 or even more cause I would pay the difference. He put the phone down on my ear without resolving the issue. Very bad service