Mobicel bad customer service

Bought a Mobicel Cellphone in Pep store Alberton now it requires a privacy password which I never set then I phoned Mobicel about this issue a lady by the name Dimpho Nchabeleng she told me to pay R210.00 for the security code to be removed or else they will never fix my phone why should I pay when I never set up a code on my phone.