Huawei Nova 12 SE hangs on Huawei logo

I'm writting this very dissatisfied, I took a contract with Telkom and Huawei Nova 12 se from Stilldale Telkom which has been problem with applications since day one of using it, first my simcard stopped working from nowhere in the middle of the day, now they say i need to do sim swarm, on the 26th Dec 2025 my phone went off tried charging and get stuck on Huawei logo, i went to Telkom Stilldale consultants said they can't log a call with Huawei to repair my phone however Telkom has it's own repair center which i will get charged for, I don't understand how is it that I need to be charged for third party device that is still under contract/warranty, should Telkom not log a call with Huawei and fix my software issue instead consultants told me I need to upgrade as these are becoming an issue, can i get urgent assistance as I currently don't have a phone to be reached at.

Please note my contrac with Telkom is still underway and up to date