Cell phone

I booked my phone in Golden Acre foschini for repairs. Screen cracked.. Paid access got phone back next day phone didnt work.My son took it back to golden acre in cape town. When I ask when I would get phone back. I was told I must take out a new claim because phone screen is cracked. When my son took the phone in screen wasn't cracked. The guy at the store can verify that when he booked phone in the second time,screen wasn't cracked. He was telling me he send emails explaining that the screen wasn't cracked when he booked it in the second time. But no response from had s superiors. I phone in to finrite after Foschini couldn't do anything for me, and was told after asking hearing my side and my sob side of story. Was told they will come back to me. Haven't heard from them again. Its been 6 months now. I have been paying NY account on a regarly basis. Why must I pay access again, when foschini is at fault.