Charged for a factory fault phone and contract

WHY WHY WHY WHY WHY WHY WHY <br> 20/12/2015 E******6 Invoice 552.35 PHONE FAULTY RECEIVED and phone was returned to the store level to return to MTN direct and received a new phone and contract and number on 15/12/2015.<br> <br> Called 30/12 *** to request the credit passed back again seeing the phone has been returned on the store level. <br> Today! ! ! ! ! ! ! AGAIN!!! NOTHING HAS BEEN DONE. And Customer service agent Phulani (***) told me that he can't help me but wait... he is sitting at customer centre but it is not his problem. when asking to speak to his manager, he puts me to MTN DIRECT without telling me! while speaking to someone at MTN DIRECT, he then put me back to 1808 customer service. What is wrong with you people!@!#@?!@#!@?#!@# !@<br> <br> Now I am charged for a number and a phone which I do not possess and no one has a clue how to resolve... but Chantal Wanga has been helpful <br> <br>