IPHONE NOT WORKING ANYMORE

I just spoke to one of your consultant Miyelani who dropped my call when i asked her to spell her name for me. A week ago i sent a complain on Hello Peter and you guys responded by telling me my problem sorted out. I just spoke to Miyelani who told my my phone will be returned because i didn't accept the quote for the repairs. When I gave you my phone it was working but couldn't download the latest software now you guys want to give me back a phone which is stuck on Itunes. this totally unacceptable if you are returning it ensure it is in its original (working but not downloading the latest software)