contract phone NOT working

I have a contract with MTN for 2 years which i took in 2018, in December 2019 the phone Huawei plite 20 started giving me problems, it didnt allow me to receive calls or even make calls( emergency only), no sms goes in or out, it only works when im using wifi from work NOT mobile data, i returned the phone to mtn campus square shop where i bought it and they booked it for repairs, i got a message that i needed to pay for the phone as its damaged from the insurance where they said they had taken it i called mtn and they told me to come fetch it so that the insurance company can come to where i work to take it for repairs, it has been a month now and they are deducting 416 every month but they havent fetched the phone for repairs, meaning mtn hasnt notified the insurance company to come and fetch it. i am very much disappointed to the services provider and the insurance company and meanwhile they are both deducting my account every month for the phone that i can call or send smses i only use it where there is wifi, IM SOO FRUSTRATED