Bad Service

I took out a contract phone on the13/8 Pinelands V/C outlet, my phone volume switch was faulty I took it back 19/8 the salesperson Chad told me it due to physical damage I booked it in for repairs he told me since it was still under warranty and it still within the7day period.On the 26th he called to sign documents for the phone to go Tygervalley repairs I ask how long is it going to take he told me 14days, Tygervalley received the phone on the 1/9 I ask them why did they only received the ph that day they told me to take it up with them another long story.... after another week they sms me to say they had to send the ph to The Advance Repair Centre. the ARC send me a Qoute for R2363.66 I contacted the Pinelands branch they told me they are nuts they cant charge me because it is still under warranty. the manager at the store advice me to speak to Verna Lingeveldt she will get things happened I spoke to Verna she told me she will handle the case and will get back to me as soon as she has answers I called her a week later she still dont have answer where do I go from here