Bad customer service

Bad customer service I was assisted by Nokubonga from Benmore Gardens MTN. I took Contract phone .. only used it for 6 days without realizing the scratches on the screen and that the phone it's not charging... I went back to MTN to complain about the problem I have with the phone they told I can't terminate the contract and they can't give me another phone the only way to help me is to take the phone to repairs and I will get it after 3 months while am paying for it..... I called the call center they told to wait for their call within 24 they will call me ... It's been 48 hours now and am still waiting.....