Incredible Connection Gateway bad customer service

On the 15th of December, I had booked my Samsung Galaxy A51 Dual sim in for repairs as the phone just stopped charging. Prior to going to Incredible Connection, I had done troubleshooting of my own as I work in the Technical and hardware environment. I first suspected the Charger cable as well as the charging brick.I replaced both the cable and brick, yet the phone was still not charging. I then went to Incredible Connetion(Gateway) to use the warranty to sort this CHARGING ISSUE out. After the technicians in-store confirmed that the warranty will cover it, and after doing troubleshooting of their own, they booked the phone in for repairs. A week later, on the 23rd of December, 2020, I received a call that they had shipped my phone to a place in Sandton to repair, and this company is refusing to take care of the charging issue as there is a hairline crack on the back camera lens. From my knowledge, I understand that the warranty will not replace the lens, but to have the warranty void because of this is ridiculous. Furthermore, Incredible Connection, Gateway is making me pay for getting my phone returned to Durban, where I am. Highly disgusted by this service