No support with defective device

I recently took out a device with my existing contract with Telkom. However the phone Samsung A35 5g's screen started acting up and the internal ink from screen leaked and I am unable to use the device. I took the phone to my local outlet and they happily sent it for repairs as it is 2 months old. I received a sms stating that I had to pay for repairs and quote for repairs would be R399.00 and I had to pay it within 7 days. I then received a call from the Samsung authorized repairer saying I must ignore the sms as the quoted amount is incorrect.

When asking why I need to pay for the repairs as the device is under warranty, I was told my warranty is voided as there is an internal crack on the screen. I asked to speak to a manager as I have not damaged the device and there where no evidence that the phone was abused or dropped or anything of the sorts. I sent a mail to telkoms escalation inbox , and ask them to intervene as there is no proof I caused the damage and that it could just be a defective device.

2 weeks later I received another sms stating the repair costs are now R2931.87 as my device is outside of warranty.

This device is added to my contract at a cost of R550 give or take and I don't have any use or proof that the damage was caused by me. There are no scratches on the screen not cracks at the time of handing the device in for repairs