Pathetic Customer Service from MTN

I ordered my SAMSUNG S21+ online and it was processed on the 27th January 2021. MONDO efficiently processed my order and it was delivered on the 1st February 2021; however; when I placed my phone on charge it overheated to a point where I was unable to fully touch the phone due to it being over heated.

I returned the phone to MTN SOMERSET MALL Franchise Store to return the faulty phone in less than 24 hours to return it for another phone. MTN SOMERSET MALL told me that they could not give me another phone I store due to me ordering my phone on the MTN ONLINE STORE but they could take the phone from me and courier it to MTN ONLINE STORE BRANCH. MTN had me on hold for 2hours 47min on February 2021, holding for the NEXT MTN SERVICE CHAMPION (as they claim). None of these "CHAMPIONS" assisted me or got me through to the right department when I finally spoke to a woman named XOLANI and she claimed she could not HEAR me and cut the call when I explained my situation.

BHAVISHA at MONDO was very efficient on the 8th February 2021 in assisting and reassuring me that she would follow up with regard to where the phone is and see if they could track it. She told me she would contact me on the 11th February and give me an update with regard to my phone, which she did with the following message : "Good Day Suraya,

Please be advised we have not received a response from the warehouse as yet, however we have sent a follow up mail requesting feedback.

Regards Mondo Team- Bhavisha".

This is all communication I have received and I still do not have my phone. MTN is charging me for a phone that I returned due to it being faulty and I do not have a phone.