Access review--Finrite

Had a very bad experience with Finrite. Sent my sons phone for repairs because screen was cracked. Came back with the phone freezing. Took it back to Edgar's. They sent it away back to Finrite. I'm now being told that phone was cracked when I sent it in. Now I pay the excess. There was no cracks on the phone and the consultant at Edgar's says that we weren't the first client it happened to. I'm not happy for being told that I must pay access because phone was cracked. I didn't damage it. Why must I be liable for access when I never damaged the phone. The phone was freezing when we sent it.

What concerns if I saw a few people that this was happening to on the. Who else were they doing it too. Paying access within the Warren tee period.