Empty promises

I received the below response from MTN and yet still don't have my phone.<br> Thank you for your post. I wonder if Insurance Management is really attending to my claim.<br> <br> We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it has caused. <br> <br> Kindly be advised that the matter has already been escalated to the Insurance management team for urgent attention and to contact you back with feedback.<br> <br> Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.<br> <br> Regards,<br> Ayanda<br> REQ:***