horrible services

On the 08th of November 2019 i took a contract with mtn, with a mobile handset (Iphone 7 32G), in the beginning of December the phone broke down (screen went blank), i took it in at Mthatha Plaza Mtn Store, till to this very day i haven't received the handset back, I have have tried numerous times to trace the status of the repair, but nobody is telling me anything and on Friday afternoon i spoke to a so-called supervisor who was so rude and told me he could no longer talk to me as he has escalated the issue to someone he could not identify.