Telkom sales factory default phone to customer

Hi, I have signed a new contract on 24 August 2018 (Friday) with Telkom Fourways Crossing and return the phone on 28 August 2018 (Tuesday). I am sure not everyone have the time to run up and down especially taking leave off work, but I am sure this is a reasonable time to come back and return the phone when a consumer see there is a fault on the phone and come back for an exchange on a default phone. When the Telkom staff and the team checked the phone there can see the phone is new and there is no scratch or dent on the phone therefore they took it to approved apple store to check it up. After 2 week later I was told that I have unauthorized modified the phone but why would I want to do that with a new phone? It seems to me that Telkom have received a factory default phone but not willing to admit it and blame the fault to there consumer. I personally think it unfair. Where does one draw the line and how does Telkom prove that the phone was perfectly fine? The store manager and area manager cannot make a simple decision to exchange the phone and there have escalated to another senior manager but there are not taking any action and still do not want to exchange the phone for me. On 18 September 2018 I have went to the store where the store staff is trying to help me but seem like whoever is on top is stopping them from delivering there service for exchange the phone. There allowed me to take the phone to istore to check the phone and even the store have told them to exchange the phone according to Consumers Protection Act. After that I return the phone back to Telkom same day. Now I have to sit to pay a bill that Telkom is sitting with my phone and it is very difficult to speak to anyone that can make a decision. So what do I do and who from Telkom that really can help me with this problem? I have few reference you may use: 1. TRJ068425 2. R344436 (from repair center) 3. TRJ069653 (The phone is re booked again) 4. Sam and Kaylan (senior technician) - istore fourways (There are saying that Telkom should exchange it as I did book it back in immediately after knowing the fault in 2 days.

Please if someone can tell me if Telkom only have 1 person that can make a decision whether I can exchange a phone as this has taken a month with Telkom and my phone is still with Telkom.