Sad and upset

I bought a phone from Pep Ilanga mall on plus minus the seventh of July. Within a month the phone's software gave in. I took it to Pep under the warranty on the 31st of July. The lady who helped me name is Prescilla. After waiting nearly three weeks. I tried to phone Pep numerous times without prevail. I had to phone Vodacom shop next door to ask them to phone me back. Finally Inosentia Shongwe phoned me. I inquired about my phone. Then she told me after giving my details that the system shows that the courier only picked up my phone recently. Upon asking her to refund me, she refused. And they can't help me with a phone while mine is being fixed. My repair id is ***A. IMEI:*** Mobicel MX2 PLUS. Kind regards Martin Potgieter