MTN service failure

We received an upgrade on 17 November 2015. The Sony M5 broke 11days later on 28 November. MTN Vaal mall said they could not help that we needed to go to MTN Clearwater. @ MTN Clearwater on 3 December we were told that we would get a COL within 7 days and could then get a new phone at any MTN store. On 8 December 2015 we phoned MTN direct to follow up on the COL. The COL was received but they needed another number that they could only get in another week or two It has been two weeks.. Almost month later I have no Phone and no feedback. No borrow phone was available so my Nano card sim card is unusable and I had to get a pay as you go number as a temporary number so I could stay in touch with friends, family and work. Today we were put on hold for 30 minutes with no feedback when we tried to follow up with MTN.