BAD SERVICE

On THE 21ST OF January 2016 i Lodged a claim for my phone, 27th of January there was still no response so i sent a follow up email and still no feedback. On the 1st of February there was still no feedback I sent another email and I even wrote a complain on the MTN complaint website; I received an email the following day that the matter has been escalated to the Insurance Department. On the 9th (a week later) received an email that I will be contacted in order for my phone to be collected. It is the 15th today and no one has called or said anything. Its going to be a month soon since the claim was lodged but nothing has actually been done about it. I have tried calling the call center and I always have to hold for more than 15 minutes, I'm actually very tired of always having to follow up since i'm the customer and I pay premium every month and to top this up this is actually the second time that this is happening. If this is how MTN conduct business then I think its time I take my business somewhere where I would be taken seriously as a customer..