My screen was not broken when I arrived....

We pawned a spare phone on the 28/06/2019 and proceeded to pawn a second phone on the 30th. D.van den Berg took it and did all the checks but mentioned that since they installed solar panels on the roof signal has been bad. I offered to go outside and phone his cell to prove my handset was in perfect condition. I went outside and indeed made a call to his cell and this finalised that it was all A ok! He went as far as printing the agreement which I have in my possession. The problem is that after processing everything and the phone was in perfect condition he said he needs to do the last thing which is deactivate the Google account. "This is after handing our sim and SD card back to us" . So we gladly handed the sim back in case he wanted it to finish processing the phone. He now discovered that the phone screen had now cracked and immediately disowned himself from my phone and any responsibility there of. He said "tsk,sorry guys, this phone is cracked and we don't accept cracked phones". I could not believe my ears and the blatant disregard that the phone was in he's possession for the processing of this loan agreement. Hence, I have the paper to prove it! A chappie behind him thought he was helping the boss by his smart remark of "he must have dropped it when he made the call outside". He then second that theory and said yes I must have. He said he can check the cameras which my fiance and I both gladly appreciated this gesture and he asked his wife to check the footage. She muttered something about "we don't just check footage blah blah blah" but went Into the CCTV room to check. Mr D van den Berg then piped up and said " regardless what the camera reveals we still don't accept cracked screens". I asked if I may take the printed paper and he said I may "but it's not a legal document anymore" but it's all the proof I need to state my claim. How can he just pass the buck and shift the blame on us when all the checks were done by him and the phone was not cracked when I handed it over to him for inspection?if it was ,then no paper would have been printed. We would have been dismissed long ago for wasting his time. Now I have a broken screen and no cash in my pocket which we needed so desperately at the time.it really left a horrible taste in my mouth. If you look on your system I am a frequent customer of Stoneridge and Meadowdale Mall. I was lost for words. I didn't even have the nerve to get angry I was so shocked by how the whole situation unfolded and was handled I look forward to your correspondence and how this matter will be dealt with.