A month Later and still no response

I bought a blackberry 9720 in Feb 2015, and in august 2015 the phone was already broken, i took the phone to mtn ottery, and asked then to check whats wrong with the phone, the new girl that assisted me advised that she will have to send the phone off to the repair centre, i repeatedly asked if there would be any charge, she advised me there would be no charge unless they sms me with a quote amount, which they did and i got a sms to say that R330 must be paid to get the phone back, the lady never told me about the R330 charge, because then i wouldnt have left my phone there, since September 2015 im still waiting for Shameem the manager to call me, this is pathetic service.i still have not received my phone