Bad service MTN South Africa.

I have a samsung a71 for not more than 12 months and all of the sudden the screen start having problems, its not responsive. checking that my phone is on contract I contacted MTN walk in shops for assistance, but to my surprise was referred to MTN online as my contract was done online. Then when phoning MTN again I was referred to the insurance department. Still my phone is not fixed and it seems I will have to try samsung itself, Cant believe MTN is sending you from one to another and not even willing to look at the phone giving you a quotation for fixing. Also why does the phone have a warranty if it cannot be fixed under the warranty.