Angry client

I had bad experience with telkom from the beginning, they dont know what customer service is. They refused to let one speak to a senior (team leader/manager). They would rather tell you that they are not available and that they will call you but never do. I am fed up to say the least, im appalled at the service given at one of their outlet store in Alex Mall. Gordon the owner spoke to me over the phone as if I'm an imbecile. I don't know if i reside in Alexandra that give him the right to classify me as uneducated or stupid. I was given a phone that is overheating and that take pictures that looked over coloured. They are refusing me that right to exchange the phone to a point of me now wanting to terminate my contract with them. I was due for an upgrade hence i went instore to get the phone on the 05/10/2019. Took it back on the 06/10/2019 and was told that their policies dont allow devices to be returned. I was never read that policy and each time i wanted to put my story accross the policy story was shoved down my throat i ended up leaving the phone with a Lerato (store manager) whom at arrival i requested to speak to and was advised that she is not in. And all of the sudden she appeared from the back where they lock themselves, she said she would have someone call me as they needed to test overnight that phone is overheating. They are good at arguing and trying to proof that they are right that they dont want to hear their customers out. Our money is good enough but when you have concerns they dont give a continental tire wherether or not you are getting the service.