PHONE NOT REPAIRED OR RETURNED FOR 2 YEARS

On behalf of my father - He has had no success in resolving an issue with his contract. He has written letters, went in store, stood in lines, called the call centre and still has not received any feedback about his contract. He took out a contract two years ago, for my mother and she broke her screen shortly after being purchased. He took it into the Sunninghill branch for repairs. It took about 3 months for MTN to tell him that the repairs required him to pay for the cost, which was fully acceptable. Months passed again and eventually he received an sms stating that he needed to pay for the repairs and he rep**** yes to the terms. He received another sms and rep**** yes again to the terms. The contract has now expired. During the 2 years, my mothers phone was not repaired and the phone is still with MTN! He exhausted all avenues available to him. This is pathetic. Now when it is time to renew my dads contract, MTN calls and wants to upgrade him (he has 3 contracts). When asked about the phone MTN still has, the call centre agents thinks he may be able to help. This is ridiculous. To pay for a service and a phone for 2 years and still have no joy!! Please assist ASAP!