Repairs

I bought a brand new phone, or so I thought then 3 months later the phone decides to stop working, I have insurance and I suppose the warranty is still valid so I took it back to the store, they told me they had to send it to MTN to fix, I wait 3 months for feedback and have to go in to the store myself to find out because no-one bothers to call then they tell me I have to pay 330.00 and they cant fix the phone its only to release it, I'm then willing to pay it but no-one wants to give me the Job card number. I am at my wits end with this and since December I still don't have a phone and it is unacceptable. I then went to the other branch in Promenade and they tell me that the phone was suppose to go to Nokia because then I would not incur costs and it was unnescesiry for them to send it to MTN where I have to pay more even if they cant fix the phone. I need real answers or I will persue this matter further. I don't know what to do anymore because I am now without a phone for almost 4 months and they dont seem to care.