Bad service

I'm not happy with the service that I'm getting from Mtn, I'm going to cancel my contract as well as my insurance. I was ****** on the 3rd November 2019 and did all necessary documents, like opening a case, reporting the handset and all the jazz. I'm chasing after MTN to get a new phone and since day one I've been sent from pillar to post. Today they will say your documents are in order and your claim will be processed in 72 hours. Jiki Jiki your documents are not visible and I will go and resend. Mind you all those times I'm the one who are calling and wanting results. Time to date I haven't received any response from them. I took the matter to hello Peter. Bad service at MTN