Bad service for handset repair.

I lost my handset. Ther fefused for me ti use my own supplier. I asked for cash to replace the handset and they refused. Their supplier delivered a handset today that is already preloaded with software for vodacom and bloatware. I do not want this as the handset does not even go through a set up ie:Time zone, Language ane neither asks for google info and battery is on 12%. This to me means the handset is not new as It has been fiddled with. I sent a mail and am getting a lot of stories why the handset is actually new. Im not interested in stories. I want a new handset that is not preloaded and goes through all the normal startup steps for a NEW handset. Currently it seems they will force me to take the handset. If thats the case I will have the handset delivered to their offices and end up taking a loss. Not only do I loose the handset but also the insurance installments as well as the excess. I DO NOT WANT A PRELOADED HANDSET AS IT IS NOT NEW.