Happy to take my Money but not replace my handset

So I had a problem with a new handset which I received from MTN. I took it in, and after many weeks the service department said that MTN Direct needed to send me a new handset I even got a special collection number so that they give me a new handset. Now you cant got to any store, you need to call MTN Direct. I have spent more time on hold than anything else. They apparently took down my details for a Nombuso to deal with and sort out my new Handset. I am yet to get any response from them and I can never get hold of anyone there. This is getting ridiculous now, My mother has been without this handset for almost three months, cause it never worked.