Mobile Phone Repair

I booked my phone into the MTN store at the River Square mall in Vereeniging for repairs. The phone was subsequently sent to MTN's high volume repair centre to have it sorted. On the 26-10-2015 I received a sms to pay R330. Upon querying the sms at the call centre it was indicated to me that I had left the iphone tracking software activated and that I needed to pay the R330 for it to be unlocked so that a quote can be given for repairs. After waiting +/- 3weeks without feedback I again phoned the call centre to find out what the status is of the repair, only to find out that it had been sent back on 3-11-2015 with no work being done to it, or any notification to me about the return. Hence I asked the question what was they initial money then for? Why was I misinformed into paying for thin air? I then proceeded to go and collect the phone from the shop where I handed it in...only to find that the phone is not there....They are now trying to find the lost iphone...How low is mtn's competence if they managed to not provide a service a customer was instructed to pay for and lose their phone all in one go?