Bad service

Good morning my name is Busisa mesani I'm writing on behalf of my boyfriend Vusumzi sigonya he us an account holder ,my boyfriend went to Mtn in the V&A waterfront for a on 29/01/2022 since then he didn't get any feed back tried calling the insurance and no claim was filed and everytime he goes there no one want to assist him and the worse part the manager(Shafik) there told him he will sort everything out but nothing till now .I'm very disappointed with the service we got.and it's more upsetting paying for something u don't have and the reason for the insurance was to be safe but it's not