Very bad service

I am so discussed with MTN Key West, Krugersdorp. Handed in my phone on the 21 June 2018 for repair. No communication from MTN whatsoever. Phoned Head Office on the 18 July to query about my phone. Their response that there is no phone handed in with IMEI number that was on paper for reference. I must phoned Key West and ask if they send the phone for repairs. Phoned them and they told me they will phone me back. No phone call. Went to shop on the 19 July and what a surprise awaited me. My phone was still laying there. There excuse was the courier company never pitch to fetch the phone. What kind of service is that? No service at all bad, bad, bad!