Disappointed

I am very disappointed with the services I am getting from MTN insurance. I took a contract phone with them and I was advised they also have insurance and one of the consultant from insurance will call and explain the T's & C's I shall wait for the call then boom my first installment had insurance with to my knowledge it covers everything. Little did I know theres a 2000 access fee I need to pay upfront like what the hell which they only advised me only now when I claim, told them I am not happy as this wasn't explained to me I then spoke to a team leader by the name of Chazel Mutton which was also not helpful I then requested my issue to be escalated further she then promised that his team leader by the name of Joseph Nkobe will call me today that was at 12:30 I waited and waited till now. I am disappointed with the service i am getting not forgetting I am paying them every month without any fail for this kind of service. By the way the consultant told me they won't process my claim , I was ****** I don't have a phone as we speak that I use to do all my work stuff my email and everything they tell me I can make an arrangement to pay the 2000 by an arrangement for 3 months then that's when they'll assist what a joke I am unhappy and can't wait to expose them for such *****. I can one load insurance number 1 with my knowledge and me a accepting and understanding the T's & C's I feel the person that loaded insurance is no accredited and not aware that this is against consumer act