MTN up to no good

I went to give in my husbands phone which did not charge , the guy at the mtn store told me to just take it to the phone shops in a back alley because he wont send it in even though we have a contract which was taken out 30 December 2017 , after that my husband took the phone to a other mtn store they told him it can go in for repairs but we have to go back the store where we took out the contract so we took it back again , after a 3 hour wait just for them to assist us the lady eventually booked the phone in told us 3 weeks then we will get a message telling us the progress that was a month and a half ago , today 05/06/2018 i phoned them to find out the progress of his phone because we did not get a message at all , the lady i spoke to told me the phone came back a week ago and can be picked up . I am very unhappy with this service this is completely unacceptable