MTN POOR SERVICE

Dear MTN, i am very much disappointed at the service that i got, i am on a 24 months contract last year which expires next year in october 2020, the time i took it i was told that its debit order i realized that they were not deducting, only to find out this year that the guy who captured my contract choose the option of cash, As months passes by no one informed me i only got a message that i owe close to R4000 and i was told to pay within 2 days or i was going to be blacklisted or taken to the lawyers, which i did. later I experienced problems with the phone the screen was went blank it then took it to MTN campus square at which a form was filled on my behalf by a colored lady and i was given a copy with the IMEI number and was told that it will be back within 14 days, this was on the 11th July 2019, now its been 1 month and 4 days no phone, When i call the campus square MTN i am constantly told that its at the manufacturer. Then the person that i spoke to at campus square give me the mtn repairs number to call, now im the one who supposed to call every time which understand, is this the service that im supposed to get?, i asked if it was possible for them to give me a new phone because im paying every month my account is being debited but the phone is not here, i was told that i needed to wait for them to call me, but how long must i wait because my account is being debited, and if im not the first one to call no one is calling, i dont get updates only when i call,