Bad Service@Mtn Mall of Africa

I had bad service from Mtn Mall of Africa after an upgrade on my contract that is over 15yrs on the 29 Nov'18 and on the 7 Dec'18 the new iPhone XS 256G stoped responding and was frozen. I took it back to the store and was told I missed the exchange date and the phone will go for warrantee check that takes 2 weeks. A week later 14 Dec'18 no feedback, went to the store consultant named Thabang can't tell me much about the progress and promised to call. 2 weeks later he tells me that he is on leave and the repair centre is closed and they can only assist me 7 Jan'19 when they re-open and still cannot provide me with the tracking details of my new handset.

I find it unacceptable that after so many years contracted to mtn one receives such a service and Consultant not taking initiative to provide feedback on the service and not bothered at all.