The guy was so rude and couldt help

I took a contract phone at Autopage in Nov 2015. I then received a message last month to say the company has closed and they moved my contract to MTN. My phone fell on the weekend I took it to MTN at The Grove mall where I was told that they are a franchise and they cant help me. They referred me to the MTN in Menlyn branch. I was help buy this rude guy who could not supply his name, he had long dread locks. I explained the situation with my phone to him and before he could even check the phone he told me he doesn't promise that he will help me. He then took the box of the phone and told me I did not even bring the phone charger and they cant help me without it. I asked if I should go fetch and then he took the phone box and scanned it, and told me the phone does not even exist on their system. I asked him how possible is that they will deduct the money but the phone doesn't show it belongs to them. I looked at the phone and told me it has a little scratch which cancels the warranty. I said to him its fine I will pay for the damage and I was told I'm wasting my time as they are going to charge me R300 for nothing and not fix it. he then gave me the phone and told me he cant help me