One year warrantee

I am highly disgusted with the service i have received by MTN this last year and a half. First of all my fiance's account was billed over R200 more per month and after several complaints as well as almost a year of trying to correct the problem, it has been corrected but no credit has been given... what are you doing with our money you stole??? But after 6 months with a new Sony Experia Ultra the screen broke. Due to the nature of our contract, there is a stipulated where a one year warranty is given especially for screen repairs. Well for 6 months we have been contacting and being told that there is a strike at the moment so no repairs are done. After the 4th month of complaining and being told we need to come back next week or they will phone us once the strike is done and insuring us that if they can only repair the screen after the warranty, and extended warranty will be provided to insure that we will not be carrying any costs to the repair. After more than 6 months we went into the branch once again we were told they cant fix it, it has to be sent to Sony with us carrying the cost. Can someone please tell me how the hell are you going to fix this problem besides being useless