MTN Direct

My upgrade was done telephonically through MTN Direct with Nombuso Mchunu. She was very quick and efficient in closing the deal and i received my new phone in reasonable time. Unfortunately the phone was faulty and i reported it within the 7 days. My first contact was on the 12th of November...after numerous calls and emails with little to NO response the phone was eventually collected on the 28th of November 2017, shocking to say the least. After more calls and emails trying to get some kind of idea of when to expect the new phone, I am STILL WAITING! I have been promised to be contacted by Kim, a "supervisor" and im still waiting. Its now the 13th December, im still using my old phone and have been billed for the new contract & device??? Today i was told that MTN is waiting for a number from the wharehouse before they can dispatch a new phone... the phone was collected 2 weeks ago!!! MTN = NO communication, NO service but bills the hell out of you!!! I have been a big paying, loyal customer for many MANY years and i am now in good mind to CANCEL my contract! I am SO over this... where to from here MTN!!!???