Lack of communication from consultant

I have a contract with Mtn for 2 phones and unfortunately one of them was ****** last year and it was replaced by the insurance. two weeks ago, the phone stopped charging and i took it in for repairs at Mtn. the person who helped me told me that the phone was not on their system as it was a replacement, so I therefore needed an invoice from the insurance in order for Mtn to repair it. I then contacted Monitor 24 and asked for the invoice which i received after a week. with the invoice and the phone i headed to the store where i was helped by another consultant whom i had to explain 3 times what the problem was, she then told me to wait for the manager. the manager then told me that Mtn could not repair the phone as it was not under their guarantee. he told me to contact my insurance as they are the only ones who can assist. now i feel that this information could have been given to me the first time i took the phone in. i have waited a long time hoping that the phone would be fixed. if she was not sure of what to do, why was the manager not called. im really disappointed. Mtn please hire professional people who can do their jobs right, this is really unacceptable.