contract upgrade-given old unsealed phone- Clearwater Mall

I went into Clearwater Telkom store yesterday to upgrade/renew my contract. the guy assisting me brought two phones with him from the store room and I noticed that the one box was not sealed, I asked him why was the phone not sealed and he said he opened it at the back in the store room with the manager.this was just after 2pm and I was rushing back to work as my lunch was finished. arriving at the office I opened the phone to check it out as anyone would when having a new thing. I then realized that the box was old and dirty at the bottom. also when I switched the phone on it had facebook already installed in it. ( maybe nowadays phones comes with it I dont know) I returned the phones back to the store just before 5pm and the guy that helped me with the phone say he can organize me a voucher and I told him that all I want is a new phone nothing else. the Superviser with so much attitude told him to reverse the transaction which will take about 72 hours as we finished with the process, she came back to tell the guy to reverse the cancellation because the manager advised her so telephonically and I was ordered to come back today Friday 5th. the guy that renewed my contract gave me his cell number to contact him should I need anything. I just did now to ask when the manager will be available so I can go in and he is ignoring me . Ive been with telkom for 2 years now and all I want is a new phone not cancellation of the upgrade. I hope this can be resolved today as I dont feel safe carrying this phone around without Insurance since I cant insure something I dont want