Extremely unhappy owner of a brand new Iphone 16

Bought a new iphone 16 cash a week and 5 days ago at one of the Cape Town bracnhes. Since getting the phone, the camera has been freezing. I contacted istore on WhatsApp the Tuesday (5 days after purchase) regarding the issue. Took the phone to istore on Saturday, they rebooted it and told me to come back if it continues. Needless to say, i was back there again today and they have sent my brand new iphone away as they refuse to replace it.

Just to **** me off a little bit more they said they will be removing the screen protector I purchased elsewhere 1 week and 5 days ago and that I'll be liable to purchase a new protector once the phone comes back, the manager and I had some words again after her previously told the technician that he won't replace the protector and he has now agreed to replace it.

Anyway they have loaned me an iphone 11 with a severely scratched screen and a disgustingly dirty charger. The phone has been overheating and has drained 20% of battery in the past 2 hours.

WHY should someone that purchased a brand new phone and raised the issue on Whatsapp 5 days after purchase have to sit with a loaned phone that will need charging 10 times a day? WHY do customers have to become rude before they are provided with the correct service? WHY am i being refused the right to use my brand new phone?

I should either have been offered a brand new replacement phone or a refund of my hard earned money.