Repairs waiting

Sent phone for repair since it just died on me this was on the 4th of september. Only sent my phone up to jhb on the 7th got a new replacement that was covered in bubble wrap not even in a box. The phone had a dent at the bottom of it so sent it back. Then they wana charge me R4000 for this repair that wasnt my fault. Spoke to the manager of william moffet branch last week for the 3 rd time and im still waiting on a response. I have 3 contracts on my name with them and this is how i get treated and get sent smses only had one phone call back. What should i do?