Bad service from Telkom

I have taken my cell phone in that was having software issues as my phone is under warrentee . The lady who assisted me at the time took all my details and I asked her what the amount was that I would have to pay in to have the phone fixed. She said that the only money that would be payable by me was if they fixed my screen, NO other fees. She sent my phone in. Later in the week I received a sms from the people who was attending to my phone, they said my phone was out of warrentee and that I need to pay R1259.56 to have it fixed, software only. I went back to the branch and advised them of this as I took out the contract in December 2017. The lady said she will send them proof of purchase in order for them to proceed. Then a couple of days later I received a call stating that my phone is out of warrentee because of the cracked screen and according to him my phone was faulty because it fell. My phone had issues before it fell,never the less, the gentleman asked if i was going to accept the repair which i responded NO. He then said that I will have to pay R189.00 for the quotation. I went back to the store and asked them why I wasn't advised that I would have to pay for the quote, after I asked how much I have to pay when I took my phone in, no one new and the lady who assisted me that day wasn't in. They said that they would get her to contact me regarding the matter. NO ONE contacted me at all, I called in again spoke Ms Vinger, Thabo and the store manager Brenda. Brenda said she would look into the matter and call me back, that was last week Wednesday, up and till now NO ONE has contacted me. On Saturday I went to the store again to speak to Brenda i was advised that she wasn't around. I asked for the area managers contact details and they refused to give it to me and gave me a e-mail address instead ********** I sent a e-mail today requesting a the area manager to call me back , I will see if he/she will call back. I have at least 5 or 6 contracts with Telkom and do not appreciate being treated this way. I am not going to pay R189.00 for my phone just for a quotation, as I specifically asked if there were any fees payable and was told that I would only pay for the screen if I wanted it fixed. Ms Vinger told me that I would loose my phone if I didn't pay the R189.00 I feel that the lady who booked my phone in should pay that as I SPECIFICALLY asked what I was liable for when I took my phone in.