OVER A MONTH AND MY PHONE IS STILL AT THE STORE!

I have a contract with MTN, taken out at MTN ****arney Mall JHB. 26 December 2018, my phone starting giving me issues, I took it to MTN ****arney on the 27 December 2018. I was told that it will be booked in and I'll be contacted within 7 to 14 days with the quote to repair.

14 Days passed, no contact to me was made, I gave it a few days after, I then contacted the Shop, I was told that they will contact admin and phone me back. I waited few days I received nothing.

I then contacted MTN Support via email, questioning them about above. I got a response and I was asked for my devices IMEI Number, I provided the information, I received an email back stating that they have no record of my phone on the system.

I proceeded to MTN ****arney, I informed the lady that I booked my phone in OVER A MONTH ago and havent heard or received any communication from MTN, where is my phone?

The lady went to the back, and came back to find out my phone is STILL AT THE STORE! The lady informed me that she couldn't help me because the lady that deals with repairs isn't not available and isn't answering her phone so she has no idea and can't assist, she asked me to wait a week and call back if I still don't get a response and ask for a lady by the name of "Babaloo" for assistance.

I was at least expecting worse case for them to inform me that my phone is still at repairs Instead I find out its just in their store room since last year!

I am a reasonable person, at least inform me via SMS at least to tell me something, but to return to the shop to find out the phone hasn't MOVED, my view of MTN has changed completely.