TERRIBLE servise

My phone was taken to Telekom on the 12th May 2019 with a battery fault and the back of the phone and battery swollen. I have been contacted with an excess outstanding and I refuse to pay as I am paying for a fully in order working devise. As per the consumer act I do not have a full operational safe working devise. I have been phoning Finrite with regards, then I get told to go to Telekom. I go to Telekom they send mails and I get told I will be contacted in 24hrs...that also does not happen. Then I phone Finrite again and I ask to speak to a manager and I get a very rude consultant named Katelyn and she refuses to pass me on to a manager, then she tells me that I booked the phone in wrong and there is nothing she can do. The client service is disgusting and completely unprofessional. I am requested that this matter be seen as urgent as i do not have a safe working devise.

THIS WAS THEIR RESPONSE: The reason why the excess needs to be paid in order for the repairs to proceed is : • First repair was completed in the 31st Jan 2019 and received at the store on 05th February 2019 • Device is out of the three month warranty as the device was booked in on the 13th May 2019 • Device has physical damage on the LCD

I am not claiming for the LCD (which was not damaged at the time i sent the phone in) but for the hazardous swollen battery.