Shocking service, lack of communication and a no care attitude towards customer service. Disgusting!

I took my phone to the Samsung Smart Care Center in Canal Walk for a free screen replacement in January 2018. Shana, the clerk at the desk booked the phone in and accepted my proof of payment. I contacted Shana on 3 occasions and was informed half halfheartedly that she has not received my phone back. During these conversations, she never checked her system, only provided immediate feedback that it wasn't completed. Eventually, I spoke to Sandra who informed me that Shana had left. Sandra at least checked her system and tried to assist. She advised me in April, 3 months later, that the smart centre in Century City would not fix my screen as my paperwork was incorrect. This is disgusting service and I am fuming that I had to wait three months to hear about this. I have since asked Sandra to request my phone to be sent back. I have still not heard back from her. I would like this matter resolved as between MTN's lack in providing me with the correct paperwork and samsungs absolute no care attitude towards customer service, I am paying for a phone that I have not had in 4 monthhs