Claim for ****** Device

So I had my phone ****** on the weekend of 17th October 2020, and had my claim for a ****** device submitted by the 19th with MTN Claims. It is now the 2nd of December and I still do not have a handset delivered from my claim.

First off I was told that the IMEI number that I supp**** did not match the IMEI number that they have on their system. Which doesn't make sense because the device I lost was supp**** by them from my previous claim. Only days later did they update their system with the correct information.

I use a Cell C sim card and I was made to go and contact Cell C myself to acquire usage info for my sim card which I believe is not my job as I had provided all the necessary documents to make a claim as per my contract. I often had to send emails and make calls to MTN Claims in order to get feedback about the progress of my claim in which the response would simply be "Your claim is being processed" or "Your claim has been escalated to the right department". This went on for weeks!

The process has been so hideous that we only got to the stage of of paying my excess on the 23rd of November, more than a month after I submitted my claim. I believe delivery after excess payment is supposed to be done within 5 - 7 days. We are now on day 9. Even yesterday when I asked when my device will be delivered I was just told the matter has been escalated.

I have had 2 debit orders from MTN claims now since my device has been ******. Now I don't even know what I'm paying for. Too much has happened in the last month and a half between MTN Claims and I for me to fit into this review.

This is the worst service I have ever received in the history of Customer Service.