bogus insurance

I Patricia Masina would like to lodge a complain for poor service received from mtn.On the 28th of December 2019 I got ****** at gun point and the ***** took my phone Hisense H12.I then reported the crime on the 29th of December 2019 at Moroka Police Station and was given the case number :722-12-2019 with which i went to Mtn to report my phone in the insurance department .

I was assistant by young lady i didn't recall her name she assisted me with lodging the claim.I have two contracts with mtn,one with:*** and the other one ***.The mobie phone that was ****** is *** and its a pre paid one,and yet the personnel that was assisting me at Mtn lodged an insurance claim for the *** instead of 82 ***.Mtn has denied my insurance claim because they said the number that has been lodged for the insurance claim is still active ,and I am committing *****,wherelse it was the personnel that was assting me that logged the caim on the *** instead of ***

I have visited the Mtn Maponya Mall branch more than eight times and have been given 3 different ticket numbers 888298,431053,536636.Whenever I am at the branch,I always walk out helpless as i am always told that my claim is pending .I find it very disrespectful and demeaning to not have been assisted yet i am a loyal paying customer

Kindly assist on this Matter

Kind Regards . Patricua Masina ***