Telkom Mobile centre

I bought a Hauwei P smart cell phone last year at this branch, I am still paying the phone contract and it's software got *******ed just before lockdown. I have now managed to bring the phone in with regulations being eased and I am told I brought the phone in late and I must either pay for it myself or they not taking it in. My argument is it was lockdown and I cudnt take it in, secondly software related issues were explained to be covered with in the duration on the cell phone contract. Please assist