incompetency

Good day mam/sir I had a probem with my phone witch a bought at totalsport tokai and was helped by the manger Roxanne, after my phone was sent away I was notified by mtn that the phone cnt be fix so I requested them to sent my phone back to the store, I than received an sms from mtn to pay an amount before I could get my phone. I was never aware off a service fee that needed to be paid roxanne never xplained to me about that and I never signed any paper wrlk to say I understand the conditions, cause if I did I would have never let her sent it away. My phone is insured and I dnt know why she sent it to mtn. Roxanne only notified me after wards about a service charge. She has failed to do her job properly and she has failed to make sure that I as the customer is satisfied. It brings me to the understanding that she has no clue to how to do her job. Its not the 1st time me and roxanne had some issues. I am not in the position to pay that money because of her negligence I now have to suffer. I want my phone back that's it. Thank u