R500 for MY device under warranty with no ADH

My phone is under iCare PLUS 2 year warranty (expires May 2016).<br> <br> Phone's screen became unresponsive. Took it in to have checked out. Device condition listed as 'good condition with fingerprints on screen'. <br> <br> Told it would take a few days before I could fetch device. Arrived to fetch device & was told I need to pay R500 to get the replaced device.<br> <br> First I heard of this service fee. Was NOT communicated to me.<br> <br> This amount is only supposed to be paid if due to accidental damage handling (ADH) according to iCare PLUS Terms & Conditions.<br> <br> I read the Terms & Conditions to the consultant. They STILL would not give me the device without paying R500.<br> <br> Could not direct me to someone who could clear up this misunderstanding.<br> <br> Told me I could not be helped, but will be called by a technician in the next few days.<br> <br> Massive inconvenience. Not the first time I received pathetic service from istore.<br> <br> Tried to provide feedback on their website, no response.<br> <br> Absolutely pathetic. Complete amateurs. <br> <br> Still without a device!!!<br> <br>