Fair Wear and Tear

I have been struggling for over a month to resolve a fair wear and tear issue I experienced. The service levels from this company is poor. I have been a great tenant for nearly 2 years and have used them in the past. I have now reported them to the Rental Housing Tribunal because they cannot even resolve my issue. I was planning on staying on when my current lease expired, but this experience of trying to make me pay for a front door lock thats probably more than 5 years old that broke, and for the call out fee because apparently they have an app you can report maintenance issues to, something I was not aware of. To top it off, I have asked them to provide proof that I received this information, and what their turnaround times were as this incident happened on Saturday 4 February. They cant even have the decency to give me this feedback. Holding tenants accountable for old items to pay for wear and tear of more than 5 years. Absolutely digusted in this company.