Never gets back to clients and unhelpfull

My aunt put in a claim on a ****** cellphone in August. Up till today she is still paying her monthly insurance fee and still has no response on her claim. She has blocked the phone with MTN but because they captured the incorrect EMEI number on the initial forms Finrite does not want to replace her phone.<br> They even gave her another EMEI number that is not even the one on her forms and insists she needs to block it.<br> I have been phoning to the call center since January and still nothing. My aunt is a pensioner and walked up and down to get it sorted.