Declined warranty assessment because of one slightly scratch

I booked my phone for warranty assessment on the 21 February 2022. My phone was returned without being repaired due to minor scratches that I get however why was it not fixed? Why wasn’t I called by the repair center and ask me as a customer if I would like to re-book as a repair.The phone is not even a month old and I did not use it as it was inside the box the whole time after I realized the camera it is not working and I couldn’t unlock my phone using the Face ID. This is unacceptable really. So I have to continue paying for something I don’t have and Boulders shop called me saying I will have to make a payment because my phone have minor scratches. What kinda business is this? I have been a loyal customer for more than 10 years and this is how you are treating your loyal customers.

I am paying for a phone that is not even with me.