MTN Centurion Mall - Left hand does not know what the right is doing? Customers are not valued after they're signed up!

Good day

I would like to report really dissatisfactory service received from MTN Service Center in Centurion Mall.

I approached MTN last year as my Samsung phone had stopped working after a software update.

- They advised that I need to call samsung and that my phone will be collected - I contacted samsung, they advised this is incorrect I need tot ake the phone to the store - I went back to the store again, they wanted to tun me away AGAIN - While in store I contacted samsung directly personally from an alternative phone - Samsung spoke to the Service Representative from MTN, on my phone while I was sitting in store - I was informed by the store that they would keep me informed, as my contract is with MTN - It has been over a month, and I've not received a single call, or email from MTN - Since then I've personally kept in contact with samsung, via phonecalls etc. - When I phoned MTN yesterday and spoke to a representative they've yet to know what the status is with my phone, and took my details to phone me back - I did not receive a call back - I phoned today, the lady I spoke to advised she needs to find the person that helped me, I responded "Can't you help me", she mentioned she's busy with a customer. I asked "Am I not a customer?", she mentioned yes, but the customer is standing in front of her. - I did receive a call shortly after that from someone who knew the status of my phone - She advised that my phone is awaiting feedback on a quote for a screen replacement - I advised that I rejected this quote more tan two weeks ago, and again a wekk later via email, and to just get my phone back because this is ridculous.

No feedback maintained, zero customer service, slack understanding of policy and it seems like there is limited coordination internally.

Location: Centurion Mall.