Help me

Ok so I sent my iPhone to Apple because when I charged it the charger ripped the charging strips out of my phone.when I was talking to an agent they said that they would replace it and send me a new phone..today I heard back from them and they told me that they couldn't find anything wrong with it(the wires are hanging out of the bottom) and there sending me bacteria the original phone which is unusable because it won't charge.... I'm so confused. Should it have been replaced or fixed. This is not acceptable.:(((((( someone help please...