Illtreatment of a customer

<p>In June 2015,i took my Sony Xperia Z1 in for repairs at MTN in Newcastle Mall (KZN). The phone was insured under MTN. After 3 months I went to MTN to ask the progress of the repairs and they said they will call me when the phone is ready,now bear in mind this was 3 months after I sent it in. During this time I was paying for a phone that I am not even using,everymonth they debited R550 from my account. I went there again 3 months after and they said my phone got lost,so they have been quiet all along and did not tell me that they lost my phone but I have been paying both for the phone and the insurance. They then offered me a Sony Experia Z1 compact ,I refused because my original phone was a Z1 and not a Z1 compact,then they told me that I do not have a choice because the will keep debiting the money from my account anyway. So I settled for that z1 compact which was unfair for to me because it was not my fault that they lost my phone.</p> <p>I asked them what are they going to do about the insurance then because I am now using a phone which was less expensive than the one I had originally bought,then the consultant said she will adjust the insurance and transfer it to the new phone. I then requested them to send me the proof that they have insured the Z1 compact but they never sent it. I went to the store to request it again and they said they have a problem with their system but they will email it to me as soon as their system is back in order but I never recieved anything. I also noticed that they still debiting the same amount of money from my account and I asked them about it but they kept on saying they will fix it. Now a year has passed and I am still paying the same amount for the Z1 compact as I was for the Z1. </p> <p> </p> <p>So the Sony Z1 compact just recently got damaged and I took it in for repairs,when I got to the store they told me I will have to pay R3000 for the repairs,which doesnt make sense because I pay insurance every month for that phone. I asked the why is the cost so high,then they told me that the z1 compact is not covered by the insurance,only the z1 was covered. So now I asked where is the insurance money that I am paying every month going to then and they failed t answer. Its been over a month now,they have my phone at the store,not fixing it,demanding me to pay for repairs while they debit the R550 from my account every month. So I am basicaly paying for a phone thats with them,Im not even using the phone. They keep telling to escalate the matter to the MTN main branch but the main branch is telling to sort it out with the store. Its so frustrating because I am now running in circles while they eat way my money without giving me the service we had agreed upon!!! Can anyone please help me with this.</p>