Pathetic Service. Does not honor there OBF

I had upgraded my contract online, via an agent. Who only contact i had was via email.

Upgraded to a Samsung S22 Ultra. I noticed the back camera lens was moved and dust had gotten into the camera lens.

This was within the 7days. So I contacted the agent regard the OBF.

Phone was fetched from me and i had to keep sending through emails to check what's going on. More that 2 half weeks later , apparently the phone was not declined for OBF and was returned to me without anything done do it. Not even the lens cleaned. And no response from the agent as well as to why it was decline or a way forward.

So am I suppose to pay for a phone that is an out of box failure???

Telkom customer care is pathetic, no one seems to know whats going on , the managers are a no show.

Yet should you default on your account or be a few days late on payment then you will get numerous calls , emails ,smses.