Disgusting Customer Service

My Mom who is a pensioner purchased a phone with a contract in Feb. at the MTN store in Steenberg Village Tokai CT Paid for a screen protector upfront which was put on. The phone was faulty and was swopped for another phone within its 7 day exchange guarantee. Because of no stock of a new screen protector she was told to come back Went back and here's where the disgust began Craig the "supervisor" said that one of his staff Zimkita NEVER GAVE my mom the packaging of the first Screensaver she kept it and therefore according to his Area Manager threw policy at him and in turn threw policy back at us that no packaging no Screensaver thus now making their lack of staff training our problem. He went on to say that he must have a word with Zimkita about packaging and giving this back to Customers. Craig said he will see what he can do. Called Craig 28 March 18 said he's still looking into it. Called Craig on 3 April 18 he was busy according to Zimkita but will call me back. We'll I'm still waiting on his call. Shame on you MTN for treating your customers with such undermining disgusting service. If Craig is *********** to solve the problem then please refund my mom for the payment made for the screensaver. As simple as that.