Disgusting Service

My phone was damaged and lodged the claim with MTN the Paddocks Branch where I upgraded to a iPhone 6 and took out the insurance they offered. On the 4th May I lodged a claim. After numerous visits and requests to the store regarding the status of my claim eventually it was collected by a courier on the 24th June. Again after speaking to the Area Manager and the Manager Geraldine no one has made the effort to give me feedback or assistance. All they can tell me is that they can't get through and they keep on getting cut off. I've been without a phone for 4 months whilst still paying my contract which includes the insurance amount and upgrade. I've never ever experienced such pathetic service. The Manager Geraldine and front line staff Michael keeps on telling me they will call me back in 5 minutes when I call but always fail to do that. I've asked to speak to the owner Carlos but they said he is out of the country. I can't understand how people in the service industry can get away with this. I've been a client for many years and referred all my family to the Paddocks Branch. I need this issue to be sorted asap. If someone who knows what they doing can just call me.