No answer, ever!No feedback

I have a contact with MTN. My phone started giving me problems so I took it to the MTN store in City View Centre, it was on a Saturday. I was told by the lady that the phone would be booked in on Monday and it would take 4 weeks till I got my phone back. Its been over a month now, I have tried calling the store so many times and they never ever answer, when I called the management of City View I was told that many people have complained about MTN not answering their phone, since I can never get hold of anyone at the store have to waste transport money to get here only to find that the employees are busy on their personal phones, I then find out that the phone was booked in late (warranty has fallen away) and there is an amount of R3300 and some change to be paid. MTN says they will sort it out as it was not my fault the phone was booked in late. I do understand that mistakes happen BUT let the customer know, it takes 5mins to pick up the phone to let me know what is going on. Its frustrating calling all the time to have no answer your phone call and have no idea what going on and to waste transport money having to go in store all the time. This is the MTN store inside the centre.