Repaired device lost in store!

Yes I lost it in this Mall, yes out of frustration I said what I shouldn't have said to the point that they arranged for me to be accompanied out of the shop by security...

My partners device was handed in at their MTN Branch for repairs. After a week and a bit she received an SMS to say repaired and returned to the store. She got no phone call. Tried the contact number listed on Google and no answer. Made several calls to Customer Care and all we were promised was "we will log a call". Second SMS received 2 weeks later saying device has been repaired and returned to the store. Went with my partner and spent a good 2 to 3 hours in the store only to be informed the phone is missing and suspect the courier company delivered it to the wrong store.

More phone calls and here I also called and spoke to Renaldo at Repair center. He confirmed the phone is missing. I then said it is now time to speak to a person that can actually make a decision. He put me onto Connie who is a manager in the RICA department. She took the matter up and asked Adrian her colleague to follow up.

Adrian called me the next day, 11th Feb and informed me that the phone was delivered to the right store and was signed for. I phoned the store at around 1pm and conveyed this message. They found the phone and stated the incorrect IMI number was on the package.

At no point, even though we requested a call back from the branch manager, did they call. While I was in the shop, the staff tried calling and it went through to voicemail. No call back after that either.

They contacted my partner to inform her she needs to collect the phone as she is the account holder and added that I was disrespectful and they needed to get security to escort me out.

The frustration of 2 or 3 visits to the store and several phone calls to Customer Care, Repair Center and RICA managers I am sure one can understand that level of frustration. Especially hearing so many times, "We've logged a call... We've escalated it... A manager/supervisor will call you back..." And then to find out the phone was in that store the whole time this frustration was happening!

Yes there is actually no excuse for bad/improper behavior. I responded after the frustration and anger got the better of me. I had an outburst in the store and then attitude from another staff member which made matters worse...

I was not escorted out the store, I left on my own free will without resisting or without them actually holding me. I was accompanied by security who walked with me and who were actually extremely polite and even gave me advice.