Cellphone and router contract

I have cellphone contract with mtn and router. Before cellphone contract I first had router where by mistake I lost my password I went to the store to be assisted with a password and I was not assisted but still paying premium. I made peace with that I went for cellphone contract with them with fully covered insurance and after 4 months I lost the phone and I reported it them. I've followed all procedures that they've I.e sending all required documents to them I even to the police station to write affidavit and have cellphone incident number, the cellphone box I still have it I've sent all required numbers from the box and I've completed their claim form but even today I haven't received my phone and as we speak I've been handed to debt collection department because I ended up not paying because I'm not assisted with my phone and router. I seriously need help.