Bad service from MTN regarding ref no UV392110

My new Galaxy S4's screen went blank end of December 2014, after using the phone for a short while. The phone was taken to MTN Centurions branch (I can't get to MTN's walk in center).I was given ref no UV392110 (I also including the complete original packaging).The warranty claim was approved on 09 Jan, final approval to book new phone out was done on the 10 Feb.But I have heard nothing from MTN Direct regarding this matter or when the new phone will be delivered. I decided to call MTN myself.I have called many times on the 13, 14, 16 February, holding on for a prolonged times (?60 min per phone call) and getting directed to the Durban branch only to be told they can't help me and I need to phone the JHB branch.I phoned the MTN call center again,and again the Durban branch picks up the call with the same story.After phoning the MTN call center,which felt like the 10th time,the JHB branch finally picks up the call.The call center operator even had the nerve to tell me to have a good day,this after I repeated numerous times that I don't have my replacement phone and stipulating for the record (as all calls are recorder), that I haven't received my phone.What do I do now?