Telkom - contract missing

So my rooter device is giving problems. Went to Telkom in Westgate the Lady tested my device and said its faulty and she must book it in for repairs but I will be liable for it as the device has only 1 year warranty and I have the contract for 18 months already. So I asked to see my contract to view this 1 year warranty issue. She said she cant view it on the computer shes gonna get someone at the back to come help. She returned saying they cant find my contract....? How can that be? She then suggest that I mygrade to the special for R199pm. Then I can get a new rooter and just pay R50 extra untill this contract is over in september. So I must pay penalty for a rooter thats faulty and cannot be used? So my question is how can a contract get lost? Why must I mygrade in a new contract to pay a R50pm penalty each month for a faulty rooter just for upgrading earlier to get a new rooter. Why must I pay 24 months on a device its only warranted for 12 months? Also in question... A few weeks back you had a special for 40gb day and 40 night. I knew its still a few months for upgrade and wanted to mygrade that contract and they said I cannot mygrade to that contract I must wait till its time to upgrade or take out a new one contract. So how couldnt I done that a few weeks ago but now when my contract is missing and my device is faulty I can mygrade and receice a new one. Only to pay penalty for my broken device for the rest of my contract date. I completed a despute in store. Ref: ********** 2 Waiting feedback on all my queries. This is my first telkom contract its 18months and now this.