Device Damage in the Care of Cell C Repairs

As a longstanding and loyal Cell C customer I am extremely disappointed at the carelessness and disregard of Cell C. My brand new Samsung Galaxy Z Flip 4 went in for repairs to Cell C Kenilworth Centre, Cape Town 21.08.2023 with a complaint from my side of a white line (not a crack) across the screen. Cell C Kenilworth booked the phone in the next day as I received an SMS confirming the same 22.08.2023 @ 9H47. On the 01.09.2023 I received an SMS to advise that a quote has been generated whereafter I received the copy quote and assessment report. The quotation was for over R 14000.00 and when I saw the assessment report I was shocked. Statement on Technical Report was "Warranty voided due to impact damage - Item condition from the ERC: dent at the bottom + sim tray" accompanied by a picture of the external damage. My phone was booked in with Cell C Kenilworth in pristine condition! My device had absolutely no chips or scratches and the picture that I saw was damning. It has now been almost 2 weeks and I have received no feedback from Cell C Kenilworth as to how this damage has occured and how they will be repairing this (not at my expense). I am getting generic responses "You can cancel the quotation and you will get your phone back" - Question is, who will be responsible for the repair of the external damage that is now on my phone and why is the warranty voided of the screen when impact damage occured while the device was in the possession of Cell C??? This is evident from the horrible chip on the phone. My phone is still with Cell C and I am still waiting for a resolution. I am paying Cell C each and every month and expect better service than this. ***