Extremely poor service and ****!!

I took a contract last year with telkom. The contract was Acer laptop and data. I didn't make use of the laptop much and i finally actually started using the laptop during lockdown. While using my Laptop a black spot appeared at the bottom of the screen. I couldn't get hold of an agent and decided to go three rivers Telkom store. The lady who helped me advise me to call Platinum insurance and book in the laptop for repairs and i did as she instructed. Platinum phoned me and said it is physical damage. Which is impossible because the black spot appeared while working on it. Myself and the lady were sending emails back and forth about the physical damage. I also asked how is it physical damage and they could not explained. According to them there is a crack in the screen which i still dont se. PLATINUM MADE ME PAY R625 to get the Laptop back because i said im going for a second opinion. As i received the laptop from Platinum i found right click button was faulty and 2 days later i spotted another black spot on the top and I'm asking myself is this really physical damage or is the screen just faulty. I immediately call telkom after waiting almost 2 hours for someone to answer and he locked in a complain and said i need to book the laptop in again. I need to take it to the Telkom store. I did as he said. On 11 July i went back to the store explaining the situation but the lady helping me wasn't really listening to me. She said she will send it in on Monday and to my surprise Telkom phoned me after 3 weeks of having my Laptop. Finally getting a repaired Laptop just to find out it was never sent for repairs it was just laying in the store. The lady was rude to me after asking her why wasnt the Laptop booked and what is she going to do. Her response was she's not a technician and if i book in the Laptop ill have to pay AGAIN. All im going to do is to STOP the debit orders perhaps Telkom will hear me!!! How can i pay for a device that is faulty... I DID NOT DAMAGE THE DEVICE. I WANT MY DEVICE FIXED. PLATINUM MUST TAKE RESPONSIBILITY FOR DAMAGING THE DEVICE. STOP MAKING MONEY AND CALLING EVERYTHING PHYSICAL DAMAGE. HOPE TELKOM CAN FIX THE PROBLEM!!!!