Bad service from MTN

I am disappointed with the service that I am currently receiving from MTN (insurance ) with regards to them repairing or replacing my daughter’s phone. My daughter lost her iPhone 10 last year October which they replaced with an iPhone 11,to my surprise that phone only worked for a month and few weeks then the software crashed. As I am writing this review the phone in question has been taken for repairs on the 24 of December last year and I cannot get a straight answer as to when am I getting the phone. This is starting to irritate me as this how they undermine us as customers.