MTN / Samsung unacceptable services, Promises not kept!!!!!!

I took out my new MTN contract April 2017 (Samsung S7 Edge) the Consultant told me I have 1 screen replacement in my 24 Months. After the 16 months ( I went back to the same MTN shop on the 10th August 2018, were I always took out my Cell phone contracts) my phone fell and the screen had a light cracks. I went back to the MTN store in Bayside shopping mall ( I don’t want to Name & Shame, but have the consultant’s name) and the consultant informed me that I was supposed to download an app on my phone within the first 30 days of my new contract. These "terms & conditions" was never told to me. I have been a customer of MTN all my life and never had any issues. I was also told I need to contact Samsung directly, that I've done. They told me another story. I have 1 Screen replacement in the first year. The Facts from MTN and Samsung is not adding up. I didn’t insure on my phone, because when I took out my contract, I was told I have one screen replacement in my contract period. Now my screen is cracked. Still working but, I want my screen to be replaced, and nobody is taking responsibility for this issue. MTN is saying it is the consultant’s word against mine, and Samsung is just saying it will be R4000 to fix my screen....Somebody need to take responsibility for this error. MTN and Samsung need to speak the same language. This is unacceptable, I need a solution, urgently. Please!!!