Phone still under warranty but they dont want to fix it, with no explanation that makes sence

Hi, i have two phones on my name, one for my husband and one for me. We upgraded December 2016 so the phones are both still under warranty. I an guessing now but lets say about 2 months after the upgrade my husband got a small crack on the top of his phone, but i was so small we didn't bother to get it fixed and it made no problems. Now how many months later one night he plugs in his phone like normal to charge during the night to wake up and find that it didnt charge, we tried again and it keep on poping up "GEAR VR" when trying to charge. Nothing changed, all that he did that can maybe be causing troubles was that he updated to the new software a few days before the problem came along. But then again, i also uploaded the new software and my phone doesnt have the problem. We have exactly the same phones. Samsung S6. We took it to Vodacom Middelburg Mall for repairs in Witbank , Vodacom Middelburg mall confirmed it is still under warranty. Since it is going in we asked them to also then repair that small crack on top of the phone, as we have a free screen repair. that was also confirmed when we gave the phone in. Few days later we receive a quote from Vodacom in Witbank that we must pay R3000 to have the phone fixed. i immediately phoned and declined the quote and asked why we are being charged because there is a free screen repair promised when we upgraded and the charging situation is still under warranty. So i asked why, did we maybe do something to the phone, like can they see water damage or did it fall or whats the problem that they not fixing it under warranty? Because i know and i promise we did nothing wrong to that phone, if it had fell and then it didnt charge i would have understand or if we dropped it in water, but nothing happend, like i said only a software upgrade was done.

The answer was no they didnt open it, before they can open it we must pay the R3000 because it is not charging. I mean duh that is why it is their! because its not charging. When plugged in to the charger it thinks it is connected to a GEAR VR. We dont have a GEAR VR, That phone was never plugged into one. we use the original Samsung Chargers that comes with the phone.

Their answer didnt make sense at all. but i left it and then asked, oky just fix the screen then and send it back. The answer was no we can not do that as it is Vodacom policy to fix everything faulty, they can not only fix the screen, they must fix the charging problem as well??

i spoke to so many people, phoning everywhere and i was really getting irritating because they are clearly making up stories because it keeps on changing why they cant fix anything. the main story was the one i told above, but believe me there were some other ridiculous reasons as well. and they became so rude because i just couldn't understand and it is like they are on repeat, not explaining just saying the same thing over and over.

I gave up and asked to send the phone back to Middelburg. When getting there the lady said she sees that we declined the quote, and i am honestly so tired of this and explaining. i didn't have the energy to explain to her again so i just said yes. i am 35 weeks pregnant so i can not cope with explaining a thing 30 times and it is not bring me anywhere. She then out of her own asked me but why are they charging you? the phone is under warranty and you have a free screen? I just laughed and eventually told her the story, or my husband did as i was so over it. She said it doesn't make sense and according to her both the screen and charging problem should have been fixed.

I have been on google constantly trying to maybe figure out what to do and i found that it is a big problem withe the Samsung S6,7 and 7 Edge. when you start to type in Gear VR Pops up when connecting to charger, they fill the sentence out for you, which means this has been searched plenty of times all over. I tried the advise on their and some say it has to do with the upgrade, and some say you must do a factory reset ( lady at vodacom also recommended that) i tried it, it still doesn't work, sometimes it doesn't pop up the Gear VR sign it just doesn't charge. i have tried everything!!! Nothing is working and i was going to just leave it but no i still have to pay for that phone for over a year and it is not working? and i can promise we didn't do anything wrong from our side..

This will be my last upgrade by Vodacom, I am so disappointed yet again.

if someone can help me fix this problem it will be appreciated.

Kind Regards Maré van Heerden **********