Disgusting Service from MTN Actually no SERVICE

There is no service whether it be a store level or call centre level. They do not have enough staff to cope with the amount of contracts they have out in the market place. Today I have spend a huge amount of time and money waiting for my call to be answered for over 88 minutes to then be cut off. Yesterday i held on for 48 minutes emails have been sent this morning to which no response have been received. I am what they Call a VIP customer what about the people that aren't one? What do they get? They have 50 people in a queue and 2 people that can help you only eventually get helped 2 hours later. I cant do anything about proceeding with my insurance claim as Im waiting for a simple letter stating that the phone is irreparable. However this seems to be impossible. Phone less and agitated.