Incompetence and rude staff at the MTN Constantia.

I bought an iPhone 15 PRO MAX with MTN contract , 2 months ago it got damaged and sent it to get it repaired at MTN Constantia. But I have been paying the phone without it being in my possession but every time I go to enquire they are not giving me any feedback, there was a consultant that gave me their number to keep in contact on WhatsApp for the feedback but I just get blue ticked and I am being sent from pillar to post. Its not fair on me and it makes me angry the ignorance that they have at the store. Please escalate this query because I don't mind continuing with my contract but I want to my phone fixed and back to me.