MTN incomp

Absolutely shocking service from MTN. Or rather lack of service. My cellphone, which is under warranty, stopped working. In order for my phone to be repaired, I require Proof of Contract to show the device is under warranty. I went into my local MTN store to request same. I was advised instore that the contract was taken out through MTNs online portal and I needed to request the document from them. Well I have now been requesting this from MTN since 30 July 2021. I have emailed, phoned numerous numbers. Each time I phone I am told to phone a different number. With absolutely no success. I have even logged email complaints. MTN us so *********** that not even their complaints department has answered my complaint. Am I really required to report this incompetence to an Ombudsman to get any assistance. It is MTN hoping I will just go away and then they won be responsible for the repair? Once my contract has expired I will be looking elsewhere for a service provider.