Bad Customer Service

I logged in a claim to repair my handset on 26th January 2020 and when I called the insurer I was explicit to explain that the I have only one handset I am using.

today it's 20th of February and the MTN is yet to come and pick up the handset and they had promised when they sent an email on 6th February.

The handset's software (OS) is malfunctioning at times maybe it is because I am still using the same handset which it has a shattered screen.

The sad part when I called today; two agents (ladies) I had to drop because they kept on giving me vague responses about when are they coming to pick the device...bearing in mind that I had to spend over 5min on each call.

The last agent (lady) I spoke to promised that she spoke with the courier company and the couriers will come pick up the device tomorrow on 21st February and forgot to mention how long will I have to wait till I receive back my device.