No service with MTN

I'm a very aggrevated customer. When I upgraded my contract after being a loyal customer for more than 5 years now, I was told that I would get 1 free screen replacement on my Huawei P30 Pro.

Obviously very impressed and pleased, I enjoyed my new phone. However, being a mom of 3 small children, obviously my phone fell at some stage, to the point where my screen cracked. I wasn't worried though because hey, I had a free screen replacement in place.

When I went to my nearest MTN store though, I was told that I had to register in order to qualify for this and I wasn't registered. Keep in mind that I upgraded on 2 Jan and requested the screen replacement around 24 Feb.

I upgraded in another town. The consultant was apparently supposed to register me for this free screen replacement, which he never did in store when I upgraded. I also wasn't told that I am supposed to register for this.

I contacted MTN customer service and after what feels like 100's of emails, I still have a cracked screen. They keep on referring me back to the branch where I upgraded. Now I get that, BUT!!!!!!!! It turns out that I visit my mom only once or twice every six months. It's in her hometown that I upgraded because she is on one of my contracts and needed an upgrade too. The problem is lockdown started. I stay in Gauteng, she lives in North West. I wasn't allowed to travel interprovincially otherwise I would've went to this store and demanded the assistance of said consultant and an explanation on why I wasn't registered for this replacement.

I have explained this to MTN customer service ad nauseam and requested help with even the number of the specific shop where I upgraded. Even that was too much to ask.

Now, I was polite at first but you can only be nice for so long about an injustice and an inconvenience.

After several attempts at service and several not so nice emails, I'm still nowhere near my so-called free screen replacement. At this stage I will be eligible for another upgrade and still have no screen replacement.

Can I also mention that I have more than one contract with MTN and although my monthly contribution to their company may seem small and insignificant to them, it's a hell of a contribution for me.

Is it really asking too much to get any kind of customer service?