Total sport phone purchase

Hello , my name it Devan I both a phone from Total sport chris Hani mall in East Rand side , my phone model was a hisense the service provider on they side was told to us it name was 3G it being 1 mother and 12 day that my phone has been handed in after 3 week of wait the reply came back saying that want all the accessories and I will receive a new ,when I got to the store the lady that I spoke to was not in someone else helped us . From the day of drop of my phone to be repaired we have to also ask them what is happening, I have almost R3000 for the phone . Can you'll help to get to the bottom of this problem