Phone repair taking to long

I bought a Samsung A25 in December 2024. March 2025 my phone overheated when I insert my charging cable ,which I bought at Telkom aswell. I than decided to take the phone back to Telkom as to my knowledge it is still store warranty and will be fixed . I kept going to the store to follow up and the 1st time I was told they are offline, 2nd attempt I was told that the phone has not been reviewed yet by the technician. A employee at the store gave me WhatsApp number to follow up as she sent the technician manager a email. Last weekend I received an sms with a repair quote of R5180. That is the phone value. I email back ,rejected the claim of quote ,I was advised that claim will be put through my insurance . I am puzzled to how is the phone repair that much, Secondly I need to understand why is the store warranty not applicable. I am pay for a phone that I don't have in my position, if this is a factory error I would like a new phone or rather cancel my contract. I am not happy with Telkom service .

I will appreciate urgent feedback.