Disappointed and frustrated

Im a very loyal MTN client with a few MTN contract devices and sims. I have visited that store only twice due to the worst cell fone provider services provided. The second visit ,a staff members Faizel informed me that I will be charged R12000 if I returned a faulty fone I have purchased on contract . He said that franchisees do not operate like MTN direct stores and they just cannot accept any returns. Not all the staff at that store gives misleading information but compared to any other MTN store , their service is definitely the worst. I would not recommend any other person to use that store. It's a pity that the MTN brand should be tarnished in this way