MTN BAD SERVICE

I would like to thank MTN for my Telephone received last YEAR and sadly I have to return the telephone because of all the Faults at MTN PAARL. A YEAR LATER I received a call from MTN attorneys MTN HANDED ME OVER. Luckily I have the proof I returned the phone within the 7 Days on the 13/06/2018 Consultant Nadine PAARL MALL MTN. So my problem according to my records I paid a few installments didn't even use the phone for 7 days returned the phone and now i have to explain where the phone is that I never even used and attorneys that cant sort out the problem because they are waiting on MTN for feedback on the phone. So PLease tell me if this is the correct way to handle your client ???? I am sick of this waiting game and my name given over to attorneys..