Device in Repair since 10 Jan 2019.

I came into the store on the 10 Jan 2019 for my Samsung J7 pro not turning on. On submission a fault report was submitted and commented around the issue of the device. At this stage there was no physical damage on the device. I received an SMS with the JOB number. I then received a mail stating that my phone was deemed out of warranty due to physical abuse. I did not accept this and requested for my device to be returned. When this arrived at the store the device screen was cracked. This was not the state on the device when handing over on the 10 Jan 2019 which was even confirmed by the consultant that took the device in. I was unhappy and requested for this to be submitted in again. The process was submitted again where a fault report was submitted with the comment that the device was not in a "cracked" state when originally given. This then gave me another JOB number via SMS. couple weeks later I received an SMS stating that my device has been dispatched to the store for collection. During this time there was no feedback given around my device. When i went to the store, they made me wait for an hour to just give me feedback that the device was not repaired. I then requested that this is unacceptable and must be sent back for repairs. To date I have received no feedback at all from anyone in the store. I even have Mail trails around this and have requested feedback numerous times with absolutely no response.

I have been paying for a phone that I do not have from 10 Jan 2019.