Waiting for packets 😮💨what a joke- telkom

I took a contract from telkom. Phone was delivered on 18 August 2024. The phone stops working 19 September 2024. I take it into the Chatsworth express store as it is under warranty and they state that they cannot submit the phone for repairs as they do not have "courier it" bags. I even offered to provide them with bags, they still state no they need to use theirs. I am paying R1040 for a phone that didn't work...they also want me to Pay for s I'm swap to remove my esim. Then when the phone is returned I have to pay for an esim again. I am waiting for PACKETS. terrible service