BAD SERVICE

I can never express my deepest disappointment with the poor service I have been receiving frm MTN.on the 21August 2015 I took my phone to Boulders mtn for screen repairs,Thabang Mshololo gave me the forms to complete and sign,he set them to insurance the very same day and ref was given Ref ***3. After five working days I made a follow up as no one has ever called or advised with the claim progress, when ever I send a follow up email, thy will tell me that it takes five workings days for the claim to be attended, it's been 15 working days now, NO UPDATE NO CALL, THIS IS A VERY BAD SERVICE FROM THE BIGGEST COMPANY LIKE MTN,I PAY MY INSTALLMENT EVERY MONTH AND THIS IS THE SERVICE I AM RECIEVING???...I need a progress ASAP.IT IS SO SAD....AND BAD