Contract - IPhone 13

I app**** for a contract online on the 7 Dec 2021 and the phone was approved but I need to pay a condition amount of R10 100. When you call the customer service the don’t even no what is meant by condition and why will the provide contract service whereby the will require payment upfront for you to be successful. The Online Cellular Consultant she really lack the ability to communicate with the client as you have to beg for her to send feedback.