pathetic customer service

My phone suddenly stopped working, after getting it as a replacement unit from the insurance, firstly my phone was returned without being asssessd even after I had enquired and sent it in for repairs at sandton,lame excuse was that I had notpurchased the phone at that branch.finally I sent it in for repairs at the Clearwater mall branch where I bought it I was told it would only take two weeks then should be done, now eight weeks later I still don't have my phone after numerouse occasions of personally going to the branch and still not getting any service at all, numerouse occasions of failing to get through to the repairs centre I am now being told that I have to make a payment as the phone does not belong to mtn,,, how the does that work,,,?<br>