Disgusted by MTN insurance

can someone assist me, my phone went for repairs payed the access fee. and i was told it will be delivered 3 weeks ago, and I am still waiting... spoke to different agents and they will be telling me different answers...what must one do to get answers as to why my phone has not been dispatched. agents escalated the matter to the supervisor Ntombi already. i called again today 05/05/2016 spoke to agent Neo and she struggled to get hold of the repair center and she told me that it is still not dispatched, and she said she will get back to me with feedback I'm still waiting... this is unacceptable.