Bad customer service

I went to Dunns store The Bridge and bought a cellphone via Payjoy after 4 days I forgot pin and call payjoy they said I must take back the phone to the store, when I got to the store the Manager told me the lady who assisted me is no longer working she booked the phone for repairs after few days samsung repair center called me that they gonna charge me R2700 in order for them to repair then phone. I called payjoy they said I am not supposed to pay wrong procedure was followed by the store manager she was supposed to send them an email first then they take out app (some security feature) before it goes for repairs. Since 4 December payjoy is spending me from pillar to post without any solution for the client, all I need from my side is the phone to be fixed without me paying for their mistakes or they must take their phone back .