Out Of Box Failure Resolution Horrible

I'm having a horribly time tracking a phone that gave me problems 6 days into the upgrade. we upgraded through MTN DIRECT and the upgrade process was seamless until the phone started twitching. We called in at MTN DIRECT and we were told to drop the phone at the nearest MTN SHOP and it happened to be the Mall of Africa branch. On dropping off the phone, on the 24th November, had a nightmare because had to wait 2 hours for someone at MTN DIRECT to confirm to the store that I can drop the phone. The issue is ever since then we have no idea where the phone is, because when you call the store, they take the IMEI Number and promise to call back which never happens, MTN DIRECT horrible wait time to speak to agent and then either get transfered to the repair centre (useless) or promises of being contacted by the agent that did the upgrade, which never happens. all we need to know is when are we getting the replacement phone?