Disappointing service from Spec savers bank city

Patricia called me to come to the branch so they can see how best they can assist and when I got the she took the broken frame went to the back and when she came back she had the lenses in a new frame atleast the problem had been fixed.My dissatisfaction comes in where she did not manage my expectations regarding the whole thing ,she came out from the back already advising a subordinate to open an account and I was told to pay r250 just like that out of the blue. What would have happened had I not had it? What accountability have they taken for damaging the spectacles even worse?I am fully aware that if a frame is a specsavers frame when you replace it it would be half the price of the frame 🤔. So how exactly did specsavers meet me halfway and why was I not informed about what would happen so that I can either agree or disagree with what was to be done?
I wanted to address all of this yesterday in person but I was in a hurry and i told them about it.

Yesterday I got a call from Specsavers however I was not near the phone ,I then called back but my 1st call was declined ,I then called back twice after that and the phone just rang .I expected that I would atleast get a call back today and nothing still.
At this point I would like for my son's old frame fixed both the hinges fixed to the original state they were in when I first brought the frame with the one temple that it had and I return your frame and get my full refund.So that I can go to another branch If I have to to sort out this matter and be fully engaged what will happen and give my consent or disagree. More than anything I feel like I'm not being taken seriously as a customer.

First of all a spec savers employee damaged my son's frame and nothing was done about it except to force another frame down my throat which by the way I had to pay for it by force maybe to increase sales,I don't know. When I requested them to take the frame back and refund me I was given a million and one reasons why they can't take back what I did not approve of .For peace sake I decided to just accept that I was stuck with that frame.Selepyane took the frame that they damaged and said that he was going to fix the other frame that the employee damaged then come back to me howeve would still keep me in the loop with what is happening. It's been over two weeks and I am yet to receive any phonecard to give me an update. So my money and my time is worth nothing to spec savers