Bad after sales service

I done an contrat upgrade in November 2018 online and got a Samsung A7. The device broke in December 2018 and was still under warrenty. I returned the device in early January 2019 to the MTN store in Century just to find out afterwards that they cannot assist me as the upgrade was done online but they sent it to the repair center and I will have to deal with MTN Direct and advised me it will take seven days for the assessment to be completed. I received no feedback for 2 weeks after I returned the device and when I called in to follow up with MTN Direct they kept on tranfering from one department to the next and only after my 3rd phone call I got to someone that could assist me. This after explaining over and over and over to next and the next person what was happening. I eventually got the persons name that was handling my return by the name of Lindiwe Ntuli and she was instructed to call me with feed back. Guess what, no feedback was received for 2 weeks again. When I followed up again, guess what... I was again tranfered from one department to the next having to explain over and over again from the next person to the next and getting no where. Ot has been a month now where I'm paying for a contract of which I have no device and no one can give me any feedback. Lindiwe Ntuli is also no where to be found. This has led me to believe that MTN has the same customer service as Telkom and no one in MTN seems to know what they are doing. I will not recommend anyone to do an online upgrade with MTN as they are quick to take your money but when you need any after sales service or support, it is none existant. This has also severly damaged my faith in MTN and I will not recommend anyone to use them again.