MTN - DEVICE WARRANTY

I am an MTN contract client for over 10 years, this year in Feb I upgraded my contract using MTN direct.On the 6/7/2020 I handed my phone in to the pavilion store as it didn't want to come on and was advised by the store the device will go to the MTN repair center for assessment.Since the 6/7/2020 I have made numerous calls,emails,messages via twitter for help.My device upon assessment was approved for a replacement device.I was told to call MTN direct for ordering and delivery of the new device.When I spoke to the agent she advised me that the consultant that originally helped me in Feb this year to do the upgrade can only order a new device for me.....what nonsense is this what if the agent no longer works for MTN further more they have no name or record of the person who helped me so they could transfer me.So after a few days I called in again since no one called me to help with the new device,i was then told that a call center in Umhlanga DBN called CCI did my upgrade for me they work on behalf of MTN so I must call them to order a new device.So I called the CCI call center in Durban they are in agreement that I am approved for a new device but they can only authorize the issue of the device at the current rate and not at the rate at which I signed in Feb this year.So firstly MTN what is the point of a device warranty and what is the point of a contract if you are saying that I must pay new premiums. On the 6/9/2020 will be 2 full months that I don't have a device and I am still being charged the normal premiums even though I don't have a device. If you cannot issue me a new device inline of the warranty ,please cancel my contract.This is my last option.