Huge charge on bill without prior notification

I recently participated in the telus bring it back program. I filled out the form like usual, mentioned the scratches on the screen like I was supposed too. No other damage. Boxed it up, sent it back. I got a message on Aug 17 that said they assessed my phone and it was accepted and to look for the credit. I saw the credit on my last bill which was fine but then on my october bill they charged me a $220 bring it back fee which I was outraged about and when I asked them why they said the phone had significant wear and tear and damage to the back glass which I know wasn't there when I returned it. I was not notified about the extra damage at all. Just shocked when I saw the charge on my bill. This is horrible customer servce and after arguing with them for 30 minutes. The only thing they could do was knock off $100. Im so angry. Anyone else have to deal with this? I feel like not being notified goes against their protocols. I cant even access the damage photos taken of my phone. It keels telling me that feature isn't available. Ughhhh im so angry!!!!