Bad customer service at truworths

My name is ntombi I bought a phone at truworths in springs mall I send it back in two months ago for repairs they promised to call me after 7 to 14 days they didn't call me until I went to the store they promised to call on Monday they did call told me that mtn said its a customer neglectligancy i told them how cause the person using that phone she's old magogo told them to bring it back they told me I must pay for courier fee of which I can't cause this phone it's less than three months so the lady call me today she says there's nothing she can do that means I won't get my phone till I pay that fee it's not her fault