Mtn offers no help and no communication

I have booked my phone in on the 29/09/2017 at MTN Riverhorse Valley for a warranty check. I had phoned them a couple days later and they said it was approved. They then told me to go to my nearest MTN store and collect a new phone. Upon going there they had told me they cannot issue me with a new phone and rather I contact the following number: ********** , but to my disappointment they could not help me either and said that MTN Riverhorse valley had given me the wrong ref number. I then phoned MTN Riverhorse Valley and the had again told me to go to the nearest MTN store as the ref number that they had given me is indeed correct . I had to go back to the store. Upon arriving at the store for the second time they still could not help me and said I must rather , this time email ********** I had emailed them and they have rep**** to say i need to give them more info and I have done so. After that the have not gotten back to me. To this date i have emailed them 8 times and they have stopped replying. Its around 3 weeks now and I have no idea what to do or who to call next. I am not sure who will be able to help me now if MTN themselves can not help me.