lousy customer service and poor communication

I claimed my device with MTN and made excess payment on the 3rd of September till today i haven't received the parcel or email confirming TOT for delivery i have sent an email to this company and no one told me about the TOT instead i received an Email from Tumelo M stating that the delivery address doesn't correspond ith the address on the claim form i need to know why are we asked of delivery address if they going to say it is not corresponding with the one on the claim form this is not what customer service is about

Mondli asked for the delivery address and he/she never responded to me with the nonsense Tumelo told me

email ***. claim ***