Claimed 1 month ago and still no assistance

I went to the MTN Sandton city branch to claim as per my lost phone because its insured with them and I also was upgrading. With the upgrade everything was sorted out in a day. On the 02/02/16 I gave Tshepo my affidavit. on the 23/02/2016 I sent Tshepo an e-mail to follow up He quickly responded advising that my claim was rejected . He then asked me to come to the store .when I got to the store he told me he had made an error and has not sent through my claim .He then advised he is sending the details on that day. I waited patiently and then to my surprise on the 03/03/2016 I get an e-mail from [Email Removed] advising me to send my affidavit. I called tshepo asking him as too what happened. he confirmed my claim was not sent and he does not have my affidavit but he will go to the police station and get it. On the 07/03/16 I asked for feedback and tshepo advised he sent my claim. Today when I ask for feedback he advised he just sent the claim. as I am writing this im sick of MTN's service and I hope for a prompt response. I am also fearful of the fact that my claim will be rejected due to internal negligence but I am paying for this service . I hope I will be assisted .