Bad customer service

I submitted a device claim for my damaged Iphone first week of July 2021. I've submitted claims before and the process of submission is smooth enough and I've submitted claims before that went somewhat okay.

The Mtn insurance repair centre is still in possession of my phone and the date is 5 August 2021. Because you never receive status feedback from either the insurance or repair centre you never know if there are any issues until you as the device owner make a follow up. When I handed in my phone, it was for repairs to the speaker that were supposed to have been fixed when I had handed it in initially. Upon following up 3 two weeks later I'm that I need to submit a new claim because the phone has new damages that cannot be attended to under the original claim. These damages are a cracked screen. Now I did not hand in a phone with a cracked screen and I requested that the matter be escalated as 2 weeks had passed that the repair centre has had my phone and only after 2 weeks when I make an enquiry regarding the status of the phone am I told that the phone has a cracked screen. Even with the escalation it came to nothing and not a single manager had bothered themselves of calling to understand with the intention of resolving the matter. To cut a long story short, I had to put in a new claim and still pay the excess just so that I can be in possession of phone. For over a month of back and forth, the Mtn repair centre and insurance company could not resolve a simple matter. Mind you the call centre does not want to give you the contact details of the responsible person to contact when the customer is not being service done effectively. Exeptional bad customer service.

They are most cert