Shocking service received from MTN store canalwalk

As an MTN customer, I am very disappointed with the service I received from them.

I purchased a Samsung A13 CASH from MTN Canal Walk and a week later the phone didn't want to start up. The charger was also defective. When I returned it to the store, they checked the phone and charger, and found that it was indeed defective. I was told that they would send it away and that it would take 2-3 weeks, and I was assured that I would receive a new phone upon collection.

Firstly, they sent it away without attaching the PIN code, and the phone was returned, which obviously meant that there would be a delay on the return date. Now, it's been more than a month and a half, and no feedback as yet. I eventually got the manager to email me, and she mentioned, after investigating, that the phone was somewhere in between and they COULDN'T give me a clear answer to what exactly happened. When I phone the shop, the phone just rings...what kind of business does that? When I requested a new phone, they declined my request. I mean, I didn't damage the phone or charger, it was a defective product. Now why must I suffer or accept a defective product that might be repaired, when I paid CASH for it, BRAND NEW phone

Update: i went back yesterday 23/12/2022 to find out that the cellphone had only been collected from the store yesterday. This is the worst service i had ever received

Can you please assist me.

Regards,

Malcolm Goliath Cell: ***