Bad customer service

Took out a phone on contract including insurance,I have not claimed till December 2017 where I had an unfortunate situation that resulted in my phone being ****** and I have had the phone for 1 year and a half. Thinking that I have insurance to assist me in a moment of a claim and thinking that you will get proper assistance, not with MTN insurance because you do all the admin as required in order to get the claim processed but not with MTN and they cannot do their part in assisting properly and making sure there is good enough customer satisfaction. The staff do not advise properly regarding process, waiting period and if there will be or if there are any hiccups regarding ones claim, you have to call them at all times to get answers. Last week Tuesday spoke to a lady named Jabu and she advise that I will be getting my new phone by latest Wednesday this week and nothing from them not even a simple sms and as a loyal customer to them I gave them a chance an extra day which was Thursday(yesterday) but still nothing and then decided to call them today and guess what I am told that I will have to wait till next week because the phone is still ordered, my question was why is it that they cannot get a similar phone that costs the same price as the one I lost or even update me and why is it that their agents do not advise the same(sing the same song) its really frustrating because this was reported on the 28th December already and they were complaining about system not being able to blacklist the phone and only managed to do it on the 2nd January and today its the 19th January and I still don't have a phone. Its truly upsetting and to think such a big company like MTN would struggle with such a minor situation in getting sorted, you start thinking all negative regarding the company on its own. I want my phone!! Its been long overdue on a real.