worst service ever for such a big company

I took my Iphone 5s to mtn Eastgate on 9/01/2015 as it was faulty 3 months after buying the phone on contract and i tried to follow up on the phone daily only to be told that the system is offline. On monday 9/02/2015 which is a month later, i called mtn (repair center) only to be told that the documentation recieved from Eastgate was incomplete and therefore my phone is being couriered back to eastgate branch. When i approached the eastgate branch the consultant there told me the information i got was incorrect and i am wasting my time complaining to him as he is just a consultant and there is nothing that can be done as Thabo the manager at Eastgate branch is not available. I was given his celphone number *** which he does not answer at all only sends sms saying he cant talk right now. Is this the kind of service that we must expect from MTN especially when i'm paying every month for my contract. Can someone please help me get my phone back and i didnt expect it to be giving me problems at this stage as it is still new.