MTN does not understand customer service

<p>My husband took out a contract with MTN in October 2016 for the Samsung Galaxy S7edge. In January the phone stated freezing but after a reboot was fine, so we left it. Since then the phone has been getting extremely hot but we figured its because its a high-tech device so we switched it off and after a while it worked fine. Yesterday the phone was so hot we couldnt touch it and all of the apps he had open at the time were frozen, and it wouldnt switch off. We called in to MTN in Canal walk and were told by Vukile that we must call the upgrade dept????? Seriously!!!! We called back and were told come into the store with the phone. We did that and when we got there they told us that it takes 30 days but if we want it done sooner we should go to the Repair Centre in Montague gardens....why the f&&k didnt they just tell us that to begin with?</p> <p> </p> <p>To top it all off... my husband takes the phone, box with charger and goes to the repair centre. They were about to issue him with a new phone but because the earphones was not in the box they sent him away.....</p> <p>I mean for f&&k sake.....earphones?????? Do you know how quickly the earphones get lost of these things?</p> <p> </p> <p>So if i dont have my earphones *** do i do?</p> <p> </p> <p>I checked the Terms and Conditions on their website which says that only mandatory accessories need to be in the box: battery, charger and back cover.... thats it!!!!!!!!!!!!!!!! </p>