Very poor service from Telkom - They not even worth 1 star

I bought a contract phone at Telkom, Bayside Mall on the 8/3/2021. The phone came out with headphones, flask and a screen protector. My phone fell in May month and my screen got damaged. I realized that Telkom sold me a plastic screen protector and not a real screen protector as they claimed thus the phone got damaged. I contacted Telkom as I was not happy with the falls information provided to me. The reason I'm saying falls information is that, the consultant could have been honest and tell me that the thing they call screen protector was actually a simple plastic so I could buy myself a real screen protector immediately in order to protect my phone from being damaged. When I called Telkom their consultant provided me with two email addresses (*** & ***). I sent the email as suggested but I never received any feedback to date. On the 30 May I went to the store and I spoke to Mr. Evans who provided me with his email address (***) together with the manager's email (***) and he promised to get back to me. I never received any feedback to date. I emailed them again on the 18 June 2021, I gave them an ultimatum to respond within 2 days. They have never responded to my emails until today. I'm writing this email with a sore heart because the service that has been given to me by Telkom is not up to standard. I need urgent assistance to this matter as I'm even scared to remove the plastic they claimed to be a screen protector in case my phone stops working yet I have 21 months remaining before I can finish paying the phone.