Pathetic service

Hi all i booked in my phone at mtn promenade on the 9.09.19 Ive been to the branch multiple times already to check if my phone is ready for collection but it never is no-one is able to give me answers i called in to the repairs centre mutiple times aswell they tell me that they do not find the imei number on the system meaning its not booked in or has never been booked in. This is pathetic service i need help!... What do i do?