Bad Service

I am not impressed with the service that is provided for the cellphone insurance. <br> I finally was able to get hold of the insurance and was informed that they will come and collect my phone today between 10am and 4pm. It is now 3:40pm and nobody came to come and collect my phone. I am paying for a phone and for the insurance and I cannot even use the phone. What is the issue? <br> I cannot even call the mtn insurance number that was provided to me. I am calling the switchboard and been put on hold. I am seriously considering cancelling the cellphone contract as the promises made are not met. What must I do in order to sort this issue out. As the people at the store are unable to assist me. <br>