Poor customer service and unfair policies

Very bad customer service, called to make a query, and while explaining my issue, I found that the person on the other line has stopped responding. And before that, I called the same number, just to hear that I have reached the Pinetown branch. ( I bought the phone in Bronkhorstspruit.) The other problem is, that it's apparently not allowed to return the phone for a full refund if you bought it in store within 30 days. But online you can. According to them you need to do this within 7 days if bought it in store. This is really unfair. What is the difference? Sitting with 2 brand new phone that's pretty useless at this stage. ( I got another as a gift.)