MTN HVRC of no use

I experienced problems with my Sony Z3 on 2 December as the touchscreen did not respond. On 4 December I took it to Century City and was told its a hardware problem and its better to take it to Montague Gargens repair centre. I was given job number and was told the phone will be checked and feedback will be provided, on 7 December i called and was told that the phone was sent to JHB to Sony and i should call back 9 December, which i did. I was told to call 11 December, which i was told to call 14 December. Does no one take ownership for enquiries as its been more than a week that i have been without a phone and they still charge you the normal contract fee. Im told to follow-up without success and those that have tried calling the number *** (HVRC) knows that you will spend a minimum of 15 minutes with unhelfull consultants as the person i spoke to today, just hung up after i asked her for feedback or to at least escalate the issue