CNA unable to assist - Cellphone replacement

My name is Shalin Gilbert.<br> I have a rather hectic situation with regards to a cellular phone that I purchase just over a month ago on the 23 May 2015, from the above mentioned store, it was a Sony Xperia M.<br> On16 June 2015 the screen had stopped responding. I had taken it back to the CNA branch where I purchased it from on the 18 June 2015, I was told that because MTN workers are striking my phone would lay until the strike is over, so with this I decided to take my phone directly to the MTN SP technical service centre in Riverhorse valley.<br> It was then booked in. It turned out to be a touch screen malfunction and I needed a brand new cellular phone, they handed a document with a reference number and said that I should go back to the branch to collect a new phone.<br> When I spoke to the lady at CNA she said this could not be done, MTN has to at least send an email confirming this but no one including myself can get through to them on their line. <br> I called the CNA branch again today ,they told me the same story also that they have not dealt with a situation like mine which tells me they do not know what to do, they also say they are unable to refund me.<br> I find this stressful.