No Feedback or Communication no Phone

My PSmart was eligible for a free screen repair as I registered on the website as per the promotions instructions. I took my phone to the Melrose Arch store and a lady Elizabeth assist me. I asked her if she would like to see the email that I received from Huawei with regards to my free screen replace. She indicated that it was not needed and continue to conversate with the gentlemen next to her. She booked on my phone and said it will take 7 working days to fix. I left it and on the 19 June, I received an email quoting I have to pay for my screen repair. I called the call centre and spoke to Lerato who told me to call the branch, which I did and I spoke to Elizabeth who said I should email her my proof that I qualify for the free screen repair. I email it to her on the 19th. I received no feedback on my handset up until today where I received a message to collect me because I did not accept the quote.