Bad service, incompetence of systems, long response time

I have been a customer of MTN and MTN Insurance for quite some time now. I pay quite a lot for my phone insurance through MTN if I compare what can be paid through other insurance and the sevice is appalling. I got a replacement phone last year after my phone was ****** at the end of January. I had to wait until March for the phone to arrive from the suppliers. I then had to wait another 2 months for the phone to be delivered after having to follow up numerous times. At last it arrived. So yesterday morning the phone fell out of my bag and the screen cracked, I am now unable to use it. I went to Samsumg to have it fixed and they said that they need the invoice before they can do it as it has to be less than a year old. I do not remember receiving the invoice upon delivery but though it would be easy to get the required documentation. As I could not use my phone to call, I went into an MTN shop for assistance. After waiting quite a while to be assisted the MTN Call Centre was called and they transferred it to MTN Insurance / Pinnacle. The customer service agent said that they don't have the invoice for the phone on file and that they will send an email to Monitor who will send an email to their supplier to request the invoice. This will be sent on Monday or Tuesday next week. That makes 4 to 5 days later. I was not happy and tried to call Monitor myself, but the agent said the same thing. I said that this is ridiculous as they system should have access to those kind of documents and why am I struggling to get an invoice made out to me? I then asked for the supplier details as this agent, the same as the previous one, said that they are not allowed to call their suppliers/service providers and can only email them with a 24 to 48 hour working days respond time. They refused to give me the supplier’s details. I then went into previous emails when I struggled for 4 months to get my replacement phone and I picked up an email sent to Jcell, so I am assuming that they are the supplier. I tried to call them today but no one picked up - even though Monitor said that they are working today. I am so frustrated now and severely disappointed in the service of all parties involved. This is not what I am paying almost R150 per month for. I might as well move my contract and insurance to a service provided that understands that their customers need a quick turnaround time as I, for example, use my phone for work every day. Now I will be without a phone for who knows how long, because I am waiting for an invoice that should have been sent to me via email in the first place and secondly should be available to call centre staff across all three companies (Pinnacle, Monitor, MTN Insurance) by the push of a button. The service is shocking and I expect all of the money back from the payment that I have made regarding insurance since receiving this phone in May of last year. I could have saved on my monthly premium by going through Outsurance that have always been able to deliver service of a much higher standard with systems and staff that is able to assist with the click of a button. I will need that invoice urgently and I also need to know when the money will be paid into my account as requested above.