Very bad service

I got the Iphone 5c on contract from mtn, which included insurance. October 2015 I dropped my phone and took it to featherbooke village, which is the shop where I took out the contract, and was informed that THEY will COLLECT it from me. Since then I am still waiting. I do not get feedback, I need to go to the shop and find out for MYSELF. Then I got told to go and try a different shop to have my phone fixed? Surely this is not my problem. This is for mtn staff to find out and let me know what is happening. I received a call on Monday saying that they have sorted it out and will collect the following day. They never showed up and I am still waiting. I am very upset with mtn and feel like closing my account and moving to another provider. I am not happy at all.