LACK OF ASSISTANCE

I have a contract phone with Intellicell and I only missed 1 month payment and may phone be blocked including the Sim card (How do you block me out when only I have missed 1payment) anyways, I did not have any access to anything on the phone had to put it away till I pay it. I did not bother to charge my phone because it was no use. I started charging my phone on the 28th of March 2023 over night because I knew they have debited my account so they will unblock my phone. In the morning switched my phone on then sent an Email to ask them to unblock my phone as they have double debited me. My phone was unblocked but problems comes when now my phone is on SAFE MODE which I have never put my phone there. All my APP's and some G Drive are not working, well I sent another email as the agent who was helping me was on lunch for 2hours, I decided to call again and still was transferred to an IT guy to help me out I was on hold for 17minutes till the line got disconnected. After a while was called back and was asked to send a video of what I was saying the problem was. Irritated I did that showing them what's happening. Now I was told not to do anything just leave the phone on with my DATA ON for 24hours which I did still nothing. The agent called on the 30th of March 2023 informing that they saw the video and I fidgeted with the phone, "how so when I did not have ant access to the phone"? They say I must now pay R300 for courier to fetch my phone so that they can fix it. Before my phone was blocked it was working fine after being unblocked it's on SAFE MODE now it's my fault when they are the ones who has access to my phone. I did not get ant assistance from the Manager did not even run me thru the phone to give me steps on what to do. Why should i pay for something I do not know whereby they are going to take my phone and reset it (flush everything out) I am very disappointed that they were very quick to block my phone now they can't assist me? WHY SHOULD I PAY FOR COURIER WHEN ITS NOT MY FAULT THAT THE PHONE IS ON SAFE MODE?