Dissatisfaction with MTN Service

I recently took out an MTN contract on the Samsung Z Flip 4. The staff was very friendly when I took the contract out so it was very easy. It's been 2 months since I got the device and 2 weekends ago and the screen did not want to open fully, so I sent the phone back to the MTN I took out the contract. They took the phone in, damaged it more, and then sent it back to me and told me that the warranty is not going to cover this.

I then took it to Samsung, and the lady there told me that it has no physical damage and that the warranty would have covered a replacement device. I have tried my best to contact MTN and explain the situation, however, they were very abrupt and unbothered, and they refused to help me.

I now have this phone, sitting in my possession, which cannot be used, while still paying for the contract which is totally unacceptable. I have made a request to MTN to cancel the entire contract but I have received no response or any interest in the matter.

If this is how MTN treats its customers, this is just pathetic, and I will never recommend them to anyone.