Bad Service From MTN

I have been receiving appalling service from MTN . I have a contract with them which I religiously pay . I have insured my cellphone device with them and lodged a claim on the 4th of March 2024 for damaged device and to date, I have not received my device. I just got off the phone with their consultant as I wanted to speak to the manager who put me on hold for almost 30 minutes and I ended up putting the phone down and he never had a decency to call me. MTN is taking me from pillar to post. First they blocked my number for no reason at all and could not be able to do a swim swap . I gave them an alternative number where they can contact me because I am still not able to do a swim swap since July 2023. They gave the courier the same number that they blocked when I have given me the number to contact me on . Every time I called, they don't seem to take me seriously. I was told the device will be delivered on Friday the 26th and to date, it has not been delivered. They said the number was unblocked and I went to Everton, Three Rivers and Vereeniging branches on different dates and they are constantly offline . All I need is my devise to be delivered and there is no sense of urgency on the part of MTN who I have been their customer since 2011 and I have never skipped a single payment since then but when it's time for them to assist me I have to struggle .