Very, VERY upset

I am completely shattered! I work in tourism, so with covid, things have been tough the last 2years. I have not been able to spoil myself or get things that are needed, all my money goes to make sure my daughter has what she needs. I haven't upgraded my phone in about 5 or 6 years, and all I wanted was a phone that took amazing photos of my daughter. I did the research, I saved money and finally, I had enough to buy a new cellphone, which was a tough decision for me to begin with as that money could buy food, electricity or petrol, but I did it. I got the phone and was literally in 7th heaven, kept it safe from harm, treated it like a crystal swan. Then, a week after I got it, my friend wanted to see my phone that I spoke so highly of, at which point she pointed out a crack smack bang over the camera lense. To so I cried would be an understatement, I balled. I knew I had not caused this damage, so I immediately logged a return (although rather pensively because I just had a bad feeling), they fetched my phone, and so waar of wraggies, after waiting for and email to tell me whats happening, I go look on the app, and within 17min of receiving the phone, takealot declined my return and replacement, The note on the app said, wait for an email, 3days later and still no email, so I tried to phone, on hold for 10min. I sent a msg via FB, and 30min or so later got a reply, we are looking into it. Funny enough, not long after that I get an email saying it was me who caused the damage. I IMMEDIATELY emailed takealot back, because I know for a fact I did not cause this damage. It is now almost 5pm on a Monday, and I STILL, until now, have not received even a peep from takealot. I am said, I am mad, but most of all, I am upset with myself , for trusting that takealot would actually NOT take me for a ride. Please I am begging you, sort this out, I do not deserve to be treated like this, and you should be ashamed.