Absolutely appalling experience

Absolutely appalling experience. I sent my phone in, in perfect condition, only for O2 Recycle to tell me that the screen is cracked and sent me a photo of it. They're now claiming that it wasn't them and their 'T&Cs' protect them, meaning the blame has been put back on me as the customer (for not taking a photo of my phone before I sent it - where was the advice on doing that in the first place O2?) and I lose out on the money they quoted me for the phone. Not only that but I requested for it to be sent back to me 2 weeks ago and it still hasn't arrived. So not only have O2 damaged my phone, they have now likely lost it too. I have complained to O2 Recycle who have fobbed me off with terrible excuses and I have also complained to the official O2 complaints department who have just ignored me. I have been a loyal customer of O2 for almost 2 decades and I cannot believe how I've been treated. Is someone going to respond to me now that I'm sharing my review??