Exchange of Phone

Did an upgrade on the 1st of March. I called the Wellington store (where I did the upgrade) later the afternoon to find out if I can exchange the iPhone 12 mini (which was the upgrade) as my wife doesn't want this phone, but rather another iPhone. iPhone not even switched on and still in box! Branch told me I can not exchange and can only do so in the 7 days if their is a problem with it and that they have already processed the upgrade. Today, the 2nd of March I phoned their JBurg branch - ***. Switchboard put me through to Customer Service. I spoke to Ralph. Explained this to him where he put me through to Contracts. Well after 31 min of holding on (luckily for a speaker on my phone), I cancelled the call. I then phoned the same number back, however no answer or called dropped. What do I have to do for someone to assist me with this. Surely I have recourse re. the Consumer Protection Act??