MTN Repairs/Faults is the worse to deal with. more than a month a phone still not fixed or even collected from Sterns Vangate mall

I claimed for a phone through Sterns Vangate mall in November 2022, in Feb 2023, March 29th, the phone battry was on 33%, then my son went and put the phone on charge that was round about 4pm, went to check on the phone at about 6pm and the phone was still on the same 33%, we left the phone to charge more and went back again at 8pm, still nothing, we left the phone for the whole week on charge and the battery was draining and ended up n 29%, Friday the 3rd February, i took the phone to Sterns Vangate mall and they booked the phone in for warranty assessment to check the battery, 22nd February was advised phone back but was declined as nothing wrong with phone, went to the store on the 25th February and asked them to please elaborate on what is goin on, almost 3 weeks later and then warranty assessment declined as nothing wrong with phone, hence we told them phone overheat and shows its charging but not charging as the battery percentage doesnt go up, it goes down. when open the box my tampered glass i put on the phone was all cracked and messed up, the phone wasnt even packaged properly. we put on the phone, phone still on same percentage i sent it to them 33%, store manager advised we must charge the phone and see if it does charge, i left the phone there for another 30 -45 mins and went back only to see the phone percentage dropped to 29%, then we logged another request for them to assess phone again. its another 2 weeks has passed and the phone has still not been collected from the store for repair or assessment. How long must i wait for my phone to be either fixed or replaced, i honestly dont want that phone as its just problems, MTN Repairs please make sure to either refund me the phone or give me a new device as your service is pathetic, wont ever buy a device on MTN locked network. im goin to take this matter further to Ombudsman if i dnt get any feedbaack by today.