Disgusting service

I called the call centre after my phone was ****** in March to claim for my insurance the person i spoke to said i must go to my nearest mtn branch for further assistance i went to carlton centre branch and i was told i do not have insurance on my phone of which i do. I then emailed [Email Removed] complain and asking for an investigation i sent the email on 23 March the turn around time is 5 working days i followed up on 08 April on the same email address i did not get a reply. I then tweeted my complain on 25 April a few days later i received an email with an attached form to complete I completed it and email it on 30 April to date i have heard no reply. I find this appalling and disgusting why does your client have to go through such terrible experience to get service from your company your customer service is shocking! Please can i have a senior person handle my query thank you.