Bad Service

I did an insurance claim and it was approve, however I was requested pay excess amount in advance , which I did. My phone was collected 2 days later. I’ve been waiting for 6 weeks now without my phone. After 6 weeks when I check the status on the MTN app its says “Awaiting additional excess” no communication whatsoever. When I call, the response is an AI and hangs up after a minute holding. I’m still stranded without proper feedback on the repairs. Today is the 19 March 2026 im still waiting. When I go to the branch they refer me to the email address that has automated responses