Bad service

On the 20 July my contract cellphone with insurance was ****** in Randfontein. I drove to Mtn Key West were I reported the theft. The consultant told me they can do nothing until they have the IMEI number. I stay on a farm close to Magaliesburg. The next day 21 July I drove all the way back to Mtn Key West to give them the IMEI number. The consultant then gave me the Mtn customer care number and said I must phone them. So I did but to no avail it just keeps ringing. I decided to email Mtn customer service about my problem. They responded on the 23 July with an email requiring my ID, Mtn Pin, address, Work Telephone number and bank name. On the same day I once again drove all the way to Key West to give them all the information they required whereby the manager informed me that I must not expect a quick response due to the fact that Mtn has got labour problems at this moment. Up until this morning 29 July no correspondence or feedback from Mtn. Why did I pay every month for insurance on my contract and still be without a replacement phone 9 DAYS later?