New Contract Disaster

On the 31st March I wrote a review about poor customer service when taking out a contract at MTN Bluff. However my troubles continue. The brand new phone has failed. I took it back to the store but couldn't return it because the courier (RTT) failed to give the invoice only waybill (R0110F***) and copy of contract. The consultant advised that they will source the invoice but two weeks later (after waiting for 1 hr) and there is still no hint of promise except , "Don't worry its passed the OBF warranty now so we have up to six months to send it in". How is it possible that customer service has reached such low levels at MTN? With the share price losing almost 30%, CEO resignation and a huge fine can this sort of behavior continue ? Where will your customers be? Even the complaints line no one picks up. If there is any good people still left at MTN who take customer service seriously , please contact me to have this issue resolved.