Paying for a phone I do not have!

Almost 6 weeks ago, I took my 3 week old phone to MTN (Canal Walk). I had been experiencing problems with the LCD for the duration of the 3 week period, until the touch responsiveness completely stopped. MTN gladly booked the phone in, documenting the phone was brand new, had a screen guard and a cover on, and had no scratches or cracks.

The repair center , declined the repair and sent the phone back to the MTN store. No one contacted me to say the phone was not going to be repaired, why it was not going to be repaired or that it was returned to the store, which the store was not even aware of. The phone now has scratches, a crack on the screen and the screen is completely dysfunctional.

An investigation as to who to hold liable for the damage is now underway. This is happening/ or not happening, I don't know. No one has contacted me, the phone numbers I have been given for the head office is incorrect, I have to drive to the store to find out if any progress has been made from the manager, always to find out that it is still under investigation...... there is no communication!!!!This has been the most ridiculous experience ever.

How long can the investigation possibly take and at my inconvenience. I am paying for a phone that was ultimately problematic and now damaged by MTN, and that I do not have.

6 weeks and counting....I will be cancelling all further payments until I receive feedback and my phone.

Not even the complaints department responds....Pathetic service.