Bad service no help

I did an upgrade a month a go via online. Now my phone just started shutting down going black. I took it in half a day later phoned and said its done was software upgrade. Went today to get it only to walk out and still shutting down. Also none of my pre-installed apps are there. When i went back they said we told u you will loose everything. Cmon im not stupid i know u will loose photos ext wich i said was fine. The phone dsnt have internet icon no calculater basic and this for a samsung S10???????????? They said go and download it all again My point is this is a brand new phone i need it back to the day i got it y sould i now need to go and do this. They sould give me a new phone after all ill be paying for it for 2yrs. Nelspruit vodacom