Poor Service

Good day i am customer from MTN for years however the service i am receiving is shocking I upgraded my phone recently the speaker broke and i took back to MTN store in Herm****, i am not getting service from them, they never answers their phones therefore i called your MTN direct call centre, hang on the phone for hours and not getting help. Finally today i spoke to Jeanelle who said i need to speak to Nobuso my sales consultant in Durban only to hear she is on lunch now, i have to wait again for her to call me re my phone,. Technicians confirm i can get new phone but how when and from whom. I am paying for a service i am not getting., SORT THIS OUT please. Nombuso in Durban called me yesterday promised to call me back as to where i can get my new phone, she never called back. I called this morning spoke to Cindy Mafu, again Nombuso is on busy i hold again for 30min, then Cindy said there is turnover time of 21days, no one ever told me 21days. I am soo upset re this service is pathetic and again i am waiting for her to call me back let's hope. I am paying for a phone i do not have and also the phone was 1month old when the speaker broke. How do you explain this please respond ASAP