Apple mail-in repair return unfixed iphone

I broke my iPhone 6s plus's screen last week and decided to send it back to apple for repair. (Glass is broken but touch screen still works). I filled out the information online and dropped it at an UPS store.

I got the phone back today and it is not repaired at all. The glass is still cracked and somehow it cracked even more.

I checked the repair status and it says "Couldn’t duplicate issue" and "Original product shipped". Well, the whole screen is cracked so apparently it's impossible for the technicians to ignore the problem.

I also got a letter along with the phone in the package saying: "We're returning the product you sent to us because the mail-in repair process is aimed at supporting individual consumers and not commercial enterprises." But this is my personal phone??????? This makes no sense to me.

Also, there is no information about the charge anywhere. are they charging me for this "repair"? Or will there be a diagnosis fee? Because if they are that means I paid $180 only to waste 5 days and get an unfixed phone back.

Very frustrated.

Thank you!