Samsung worst service

I am being taken for a ride by Samsung and I'm prepared to fight this case tooth and nail,even if it means I go to National TV. In April 2022,I app**** for and was Approved for a cellphone contract under MTN .I chose a Samsung A32 4G handset. 3weeks later,due to my negligence,phone fell,damaged LCD and I privately took it in to have the cracked screen replaced,at my expense. Phone worked 100% and life went on as normal. A month and a half ago,the phone requested I do a software upgrade from my home WiFi. Prior tothe phone needing a software upgrade,it was working 100% with no issues at all. Upon doing the software upgrade,the handset crashed and has never worked again,turned on but didn't go past the welcome page. I notified MTN who adviced me to take it to the manufacturer as the handset is still under warranty as Samsung devices carry a 12month warranty,so I was told by the agent at MTN President Hyper I. KRUGERSDORP. I went to Samsung store in Clearwater mall to try amd have my matter resolved as im running a small business and cant survive without a handset. After explaining the situation to the store manager,I was advised that there is a physical scratch on the back glass of the device and because of that they're gonna charge me a out of warranty charge,even after explaining to them that,I am not asking for a new phone,all I'm saying is that my phone stopped working after doing a software upgrade,can they fix my same phone and I leave as I am losing clients without my handset. The store manager was not helpful at all and her attitude escalated and started telling how she handles people who buy phones worth over R40k in her store and mine is nothing. I explained to her that my phone was working fine even with that scratch on my cover and all I needed was to fix my software. She booked my phone in and within 24hours I was called by her store telling me they're gonna chargw me R4500 to have the phone fixed. My question to her was,how much is a brand new Samsung A32 handset and she said it's R4500,so I'm asking this question,why am I being charged R4500 for a refurbished phone when a brand new one is the same price? Why am I even being charged when the phone died after only 4months of usage while it's still under warranty and still being charged for the remainder of the 24minth contract? Why should I even be charged? My phone was working perfectly before it did the software upgrade and with that scratch at the back of the phone,it was working perfectly and I didn't have a single problem with it. Right now,my phone is held hostage at Samsung Clearwater Mall,MTN is gonna debit me for a phone I don't have or use,I am expected to pay R4500 to fix a phone that had a software and not a hardware problem. How do I have this matter resolved? The stress of losing clients daily,the frustration of knowing that you're gonna pay for a phone for the next 20months that is not in your possession is heartbreaking and going back to the store is another thing as the store manager isn't approachable and will once again make me feel very small and less of a person by telling me that I'm using an entry level handset and she deals with people who buy phones worth more than R40K. I need help,thanx