BAD service no response Telkom

My Vivo stooped charging and I handed the phone in at Telkom Northgate. ***. I got the cellphone in November 23 and added insurance on it.

No one called to inform me what is happening to the phone, I had to go into the branch for information. Was given *** to call.

Received an email asking various questions, no reason as to why my device was send to them. Device is still under warranty now I must pay an excess of R1125.00.

No reason as to why I need to pay excess or what is wrong with this phone. Lady kept saying read the t&c's. Requested call back from manager, no manager called back. What is wrong with the phone?

With Telkom for more than 20 years. Cant wait to change providers