phone breaking when contract is over

I have been a customer of Neotel for 4 years. First year I went to them and app**** for their services, I paid monthly for the instrument on my account and the deal was that when the 2 years are over you no longer pay for the instrument but only service fee and calls, one month after my first contract was finished the instrument died on me, I took it in to Neotel Goodwood N1 City office, they informed me that they can not repair the instrument and that I will have to buy a new instrument and that meant a new 2 year contract which I reluctantly agreed to, this year May my second 2 year contract came to an end, guess what Sunday the instrument went dead, I called them today and again I have to take the instrument to N1 City office and if the instrument cannot be repaired I will have to buy a new instrument and another contract for 2 years, IS THIS HOW THEY FORCE PEOPLE TO STAY WITH THEM? I called their call centre twice today and asked that somebody call me back to no avail, I need to take the instrument to their offices in Goodwood, is there anybody that can call me back and speak to me regarding this issue. SERVICE IS BAD AT NEOTEL. Maybe I should go back to Telkom.