iPhone 13 black screen

In my iphone 13, the display went to black automatically and there is 2 green short lines at the top. But there was no physical damage or water damage. I went to Apple iplanet and they asked me to connect with Customer support. I have contacted them in 20th Nov, and they mailed and got the diagnosis report from the iplanet care. And they provide a statement like they will be getting the exception for this issue and they will be providing the display replacement without any costs.

After multiple followups and 6 days, they confirmed that I should go and change a display as a paid service. That will be costing around 30k.

And they haven't treated me in a good way, everyday i only followed up with them.

Is this their business strategy?