MTN - Delay in phone repair

I took my phone to MTN for screen repairs on 6 December 2019 on 18 February my phone was still at the MTN shop and not send for repairs. There was an holdup with some other nr that does not match. After I mailed customer care they mailed to say that the matter has been escalated to the regional manager. I received a mail 20 February that states the matter will be attended to. On 27 February I mailed for an update and on 29 February they mail me the repairs department contact number. I gave them a call 3 March 2020 and the number and it says the number is incorrect. But if you don't pay your MTN account then they block your account within days. But if you submit your phone to them it takes more than 2 months.