Worst service provider

We have been with MTN for 5 years and still on going we upgraded our contract last year 1st of March 2020 one being a Samsung Note 10 Lite a month ago one morning I picked up the phone and it didn’t want to switch on on October 10th I took the phone to Mall @ Carnival MTN store as it still under warranty MTN Consultant then did the normal MTN Visual Inspection Report (VIR) front view, back view, side view left, side view right, back view ect. He then noted that the mobile does have four scratches on the back. He then gave me the sim tray box and my phone protection cover back and said we can phone Friday 15th my fiancé phoned the MTN repairs on *** and gave the IMEI number as asked and the feedback of the phone shocked me MTN then informed me that there is a Display problem – Crack in display and there for it is Out of Warranty! Physical Damage. And sent me a Quote of R8,069.00 That phone has never been dropped once and physical damage would have been visible when the consultant did the (VIR) visual inspection report and would have made a note of it. If he saw the four scratches he would have seen the crack in the display. Really unhappy as for I know for a fact that phone didn’t have that crack in the display when I took it in and this kind of service from MTN is unacceptable.