Repairs of Z3 being denied

I returned my Sony Z3 to Telkom Gateway on the 05.07.15 as the phone was not coming on and I had a problem with the volume prior to that. Upon taking the phone in store, a report/job card was filled out.The consultant thoroughly inspected the phone, only listing a minor surface scratch on the report. My communication with Telkom since returning the device has been a huge disappointment. After calling the call centre numerous,I was given misleading information I was first told my phone is fixed and is going to be dispatched to the store,my second call-I was told the system has not been updated.The third time, I was told there is no quote on the system. When I go in store, Sanele Sibiya, checked the system and said no quote was attached.He followed up and responded via email.in the interim,the repair centre called, weeks after returning the phone saying it is Beyond Repairs and I need to pay to have a broken device returned-which I did not do as I want my phone back fixed.The last email sent from Sanele is shocking as pictures of a device with a noticeable bump was sent to me-saying this was my phone (bent LCD).If this was damage on my end,how was it missed the job card??