Mtn delays in getting my iPhone 6S

I went to Mtn Irene on the 3 Feb 2016 to get my iPhone repaired as it just stopped working. The screen was black. I could not login or see anything on the screen. I provided the box as it was given to me when I took out the contract in Dec 2015. The Mtn consultant Mark at Irene shop checked the phone and informed me about the process and provided the forms I completed and completed staff forms. After a few weeks Mark called to inform me that my phone was sent back from the repair center as the pin then the charger was not in box, he then said a form which was not provided to me. Last week Mtn called stating that I have not removed find my iPhone. I informed the consultant that I removed the location and phone off App store on icloud. The phone does not exist on iCloud. Today I received a call stating that the phone will be sent in and I will receive feedback next week Monday. I have asked if this matter can be escalated and the consultant informed me that her manager has informed her that it will be marked as urgent. This is unacceptable service from MTN. I'm paying for a new device but don't have iPhone and receive excuses. It's the 17/3/16 and still no phone, disappointed.