Samsung, Durban nandi drive terrible service

Monday the 28/09/2020 I went Samsung Nandi drive to repaire my A70 cellphone which just went blank no physical demages, is still under warranty.I was given queueno 111 and directed to the lady who was at counter 6. The service was received was terrible, she told me the cellphone i not straight my kids broke it and has a deep scratch, she asked others if they see something wrong with this phone , they said nothing is wrong. She started creating job no, and went to technician called Albert which he refused to work on it. I complained at Samsung head office, I was adviced to take the phone back to them for repaires I was given ref no***. The following day I went and attended with the same lady, she took my cellphone created job no ***7,ref no ***. Icalled on Thursday to check if my cellphone is ready I was told nothing is done, they are still waiting for head office to tell them on how to repaire my cellphone. This terrible service experience ever received.I am paying mtn close to R600 pm and receiving benefit of it thats very unfair. To be told that kids broke my cellphone tt wae uncalled statement, I dont hve kids an she hasnt see any kids laying with my cellpone. I was told it takes 2to 3 days to repaire cellphone, mine is stuck there becuse i waiting for head office direction, that also unfair. Kindly assist on this matter5