Bad service

I took out a contract with MTN last year February and in September it started giving me problems and eventually died on me in October 2014. I then took the phone to MTN Randfontein Branch and for two weeks I was turned back because their systems were not working and my insurance claim could not be processed. My phone was then taken in December to the insurance company then the response I got from the insurance company(Mobility) said they will not fix the phone because they do not cover broken phones. I then went to MTN to advise them of this and then told them that my phone has a warranty and they should take it to be fixed. the phone was taken on the !5th December 2014. Every now and then I would call the repair centre to find out about my phone and kept hearing different stories every time I called.On the 11th February 2015 the phone was eventually dispatched but the repair centre does not know the whereabouts of the phone because I hear different stories every time. one day the phone has arrived at the branch the next the phone is on the way the next the phone is at the kagiso mall branch.I have not received the phone but got an sms saying I got the phone and I must rate service