MTN Savannah Mall - IPAD not send away

I upgraded my contract in July 2018 - Apple IPad 6th Generation. i used the Ipad - switched it off and now the Ipad do not switch on again. I went to the MTN Store in Savannah Mall - Polokwane - on 23 February 2019. Where i handed in the Ipad to be send away. The store informed me it will take 30 days and that i will receive feedback within 14 days - just to find out that the Ipad is still in the store currently. They did not send it away. The store staff is rude and not help full.