Terrible service

I obtained a cellular upgrade on Sunday 12 April. The phone was returned as faulty within 24 hours as it became extremely hot during charging. I was told by the staff of the MTN Galleria franchise that they do not have stock of the phone so the phone will need to be repaired. I explained I do not want a repaired phone under warrantee but a new one . They sent the phone in for repairs and it has now been 14 days I still have no phone and despite various calls to 808 and e mails to customer care no one is able to help. I have been a customer of MTN for 13 years but sadly this is the last straw. Call centre operators who cut you off. ten and 20 min waiting times while being assisted , e mails not responded to phone calls not returned and my problem persists. I am being billed for a contract with a handset but have none!! To date I have recieved no returned calls or e mails despite more than 10 attempts from me. SHOCKING TERRIBLE CUSTOMER SERVICE!!!!!