Incorrect information and cellphone repair

I got two upgrades, 1st one I asked the consultant 3 times can I use another cellphone number on my new sim card, I explained exactly what I wanted done and 3 times I was told I could. I then tried to do the sim swap and was told I cant to it to a prepaid number. I did not know that and this is what I explained to the consultant who assured me I could. I now have a sim card and a phone that is not being used!!!! The other upgrade was a Blackberry which in the second week I phoned the Longbeach branch and said the charger was loose, I took it in after 3 weeks of receiving it and am now told I am to pay R961.00 for a new charger port. They said even after 1 day I would have had to pay for it. I cannot believe that I have to pay for something that was already loose. The branch doesn't give any help and I have phoned 082111 and all I get are consultants. Who do I speak to, to get answers.?????