Disgusted

I have a phone contract with mtn for 2years. The fone was not charging so I booked it in for repairs. I was contacted via sms that cost would be insured by myself for repairs of the device. I further advised them that I have an insurance on the device. They advised me to contact the insurance departments but to no avail. I tried calling them for three weeks and could not get hold of them. I went in to mtn Pavilion to ask them to assist. They sent a email to the insurance department advising me that they would be contacting me to do a claim to date nobody has contacted me. This is disgusting as they are taking my money every month for a device that I do not have this is so disgusting as iv been with mtn for 8years now I'm really irritated at this poor service delivery