Paying for a contract but we have no phone

We received a faulty iPhone in December on an existing MTN contract (upgrade).

We were battling to switch on the phone and eventually got it on. It stayed on for about an hour then it switched off by itself.

We are dealing with the MTN store in Jacqueline Mall in Randhart, Alberton who refuses to have the phone repaired or replaced because the screen is supposedly scratched. They took the phone back in January 2020 and since then we are paying for a contract phone which we do not have. The service at MTN is absolutely disgusting. Every single person is unhelpful and we just cannot seem to find anybody who knows how to solve this issue. It doesn’t help calling because we keep getting referred back to the original store and they are waiting for a reply from the “repair centre”.

This MTN contract is part of 5 other business phones which we are now going to cancel and move to Cell C or Vodacom.

What is going on MTN? Essentially we are paying for a phone that we don’t even have!

It is already 7 months later and still not sorted out!

Very very disgusted.

I hope someone at MTN sees this and that it will find the right attention.