Me price mobile

I bought and received my phone black Friday.online purchase which was delivered via couriers...phone is faulty.stuck on wait a minute for weeks now.i send an email to me price cellular and till now I have gotten no assistance.took the phone to me price randburg who kept the phone and gave or back saying nothing can be done as I lost the page it came with so now do I loose my money coz clearly it was bought online..u only need my ref number...it was an online purchase.