Phone Repair or Replacement

Samsung A71 I upgraded my contract to the Samsung A71 in September, Two months later and the Sim Card Reader becomes faulty and I am unable to use the phone due to not being able to take calls or receive SMS/WhatsApp's.

I sent the phone back and asked for it to be repaired or replaced on the 14th November at Watercrest Mall MTN (Cantel Cellular). I was told that the phone had arrived in JHB on the 19th of November, they then said that they are sending it back and since then nobody has any idea where the phone is. Why does it take this many days to get back to KZN, I have called numerous times and they just tell me they are on it and will follow it up. This is ridiculous. I am paying for a phone which I don't have and MTN are completely ignoring my problem. I am working from home and use my phone for work, I am urgently in need for it to be repaired or replaced. There is no transparency in this situation.

My experience with MTN so far has been pathetic, you cannot get hold of anyone or get help with anything unless they are trying to sell you something.