Bad service

I have an account with Telekom and my phone stopped charging its been 2 weeks and I went to The Glen Telekom shop last week Sunday and the technician or consultant told me that I took the contract via third-party services and I have to get the receipt and my phone got delivered by a currie I have to call 081180 to get the receipt sent to me via email so in essence I have to call and request a delivery slip to be sent then print for me to have a claim I thought my ID number was sufficient because weather it's third-party or not I know I'm paying Telekom that's it