POOR CUSTOMER SERVICE

I have been having a problem with my cell phone. it started in October 2017 where a light pink line started appearing on my screen and it did not bother me at first. but as time went by the pink line started getting bolder and brighter. i took my cell phone in to Samsung smart care centre in Nandi Drive KZN on the 20th of January 2018 . they said that they will inspect the phone and see if head office will authorize them to repair my phone. two days later on the 22nd they got back to me and said that head office has declined the repair. they said that the phone had damages to it (scratches and dents) and the reason for the pink line is because the phone has dropped. well i wasn't up for a fight and said it is fine i will live with the pink line until my upgrade comes. so i went and collected my phone. on the 6th of feb i put my phone on charge and the phone didnt want to charge. on Wednesday i tried to chatge the phone once again as this has happened before as to where the doesnt want to charge and if you leave it for a while until the battery is completely the phone charges up but that didnt work. on the 10th i send my driver to Samsung with the phone wich they book the phone in and said they will check and get back to me. two days later they got back to me and said it has been declined. i asked why and they said that the has dropped and and has a pink line on it and that the camera is cracked. but when they booked the phone in on the repair order there is nothing mentioned about a cracked camera and i know the camera is not cracked as i use my phone every day for assessments on vehicles. i asked them what happened with it and they said that it came in like that. i told them that the camera has never been damaged before so how is it that the camera is cracked now. they said that they might have over looked it when they booked it in. i feel that they damaged it. i have been talking to the voc department and they said they are declining the repair due to the camera screen being cracked. i dont know what the camera has to do with the charging point but i need my phone back in working order as i use the phone on a daily base for work.