Device ****** while in Telkom’s care

Telkom mobile has really been sending me from pillar to post. I ordered a phone from their online platform in November 2019. The phone came to me in mid December and after two days of use I discovered the phone had a factory software issue. I promptly took the phone in about three days later to a Telkom store in the mall of Africa. All this happened within the seven day cool down period. At the store I was told that they could not help me as I ordered the device online and I was told to contact the online call center. I phoned the call center the next working day as I will still within the 7 day cool down period. A call center agent said that I must take it back to the store as the call center cannot help me. This was quite frustrating as I had been to the store. I phoned the call center the next day and another agent took my call and arranged pick up with a courier to fetch my phone for assessment at the repair center. After much strife, a courier fetched my phone at the beginning of January. I still have not heard from Telkom as yet. I sent multiple emails and a post on Hello Peter with no response. I go today to Telkom direct and Telkom stores in fourways mall. They tell me that the phone may be ****** as Telkom did not send me a reference number for the pickup and repair of the device. I am so confused and frustrated, truly at my wit’s end. Telkom is not admitting responsibility and various representatives are sending me all over the place Saying that they cannot track my device constantly giving me generic excuses. This is downright unacceptable