****ndous customer service

I bought a phone on MTN online and the phone was delivered on the 26th of March. On April in 1st in the morning, the phone stoppend responding and just froze, I couldn't do anything with it. I phoned mtn and I was told to return it to the nearest store. So I took the phone in to MTN owned store in Sandton (service was horrible because I did not buy the phone there, but that is story for another day) I could also not be given a reference number then, I finally received it on the 4th after numerous calls. I have been trying to find out what is the next steps and I would call MTN daily and be put through from one department to another and no one could assist, I was told we are escaling it someone will call you back but nothing. I kept being told that the online consultant who processed my phone was called Mbolokazi and they were escalating to her but no feedback.

I finally called ********** as I was told that is the complaints department, and after a fight to be assisted and not merely transferred a lady came on and said her name is Luann, she assured she will assist by contacting the warehouse with the reference number I was given so she can cancel the upgrade and I can go into any store to get a phone. she promised to call me back, which to her credit she did, first person to call me back at MTN. Today she phone to tell me my phone still hasn't reached the warehouse, it is still at the store and the warehouse have been trying to collect it from the store in Sandton unsuccessfully because the person who keeps the keys to the safe wasn't available! Are you kidding me ! What also doesn't make sense is that I was told the Warehouse reference would be smsed to me once the phone is collected. So How was the reference sent to me if the phone is still sitting at the store? I am beyond frustrated with such a big organisation whose systems can't even talk to each other. I need a new phone or just cancel the contract so I can go and get assisted somewhere else. I have been with MTN for so long and taken the ****py service but this is the last straw.