Cell C Repairs should repair under warrantee

Cell C, firstly your call center is absolutely atrocious, and even worse... your repairs division is disgraceful! We booked in a Samsung A70 to be repaired under warranty. The screen just went off. Received an sms from Cell C to phone them to get the quote. After holding for 9minutes, the call agent just told me that we have to pay over R2000 to have a phone repaired that was damaged???? WE DID NOT DAMAGE THE PHONE, in fact, it's still in immaculate condition, it's not even a year old. After telling the agent that I refuse (and he agreed by the way that the phone is still under warrantee). I gave my details for a manager to call me as the call agent needed to escalate the matter. It has been almost two weeks with no response. Not impressed!!