No Feedback about my phone

I was due for an upgrade in November 2015 of which I did the upgrade with Ronelle from MTN Direct (17Nov2015). Received my phone a week later, in December 2015 the phone started giving me problems with network and overheating. I would just switch itself off and the only way to turn it on is by plugging in the charger. I booked in my phone at the Glen MTN on the 06 Jan 2016 and I was told that MTN will exchange the phone within 2 weeks. I'm now on week 4 and nothing has been done by MTN (Ronelle Pillay) and yet I'm expected to pay my monthly instalment for that phone that I don't even have with me.<br> <br> This is really bad service from MTN (Ronelle), she sent me an email on the 28 Jan 2016 telling me that she hasn't received the phone and thus she can give me a replacement. The phone has been with MTN since 06 Jan 2016 mind you, and I don't know since she's in Durban offices and the phone is in Johannesburg how long will I have to wait?<br> <br> Yesterday (2 Jan 2016) she called me and promised to give me feedback before end of business, It's now 3 Jan 2016 at 15:40 and still no feedback from her.<br> <br> I WANT MY PHONE!!!