No feedback...From MTN AND TRUWORTHS

I bought a cellphone from Truworths (Menlyn mall) on the 23 January. I requested for them to add insurance on the phone. Within 2 weeks after I purchased the phone, I experienced issues with the cellphone. The cellphone wouldn't want to charge, it would freeze when there was incoming calls and would behave oddly from time to time.<br> The phone was taken back to the store on the 7 February 2015 and was told that I can't receive a loan phone as they only provide it to customers with accounts. I was advise by the store that they will sent the phone to the service provider, in this case MTN, for an assessment to identify the issue. A week has past and I haven't receive any feedback from both the mentioned parties. I made severals calls to the store to ask for feedback, and gets told that they waiting feedback from the service provider. <br> <br> I'm utterly disgusted in the level of communication and customer service Truworths-Menlyn and MTN are rendering . I would prefer my money back, and never have to deal with them!!!<br> I wonder what service level agreement both entities have, cause clearly they don't make the customer a priority.