Extremely Poor/bad customer service from MTN claims department

I submitted a claim to MTN on the 19 March 2020, and was then told I have canceled my insurance, not true, MTN have been deducting the insurance money from me every month. I have now submitted numerous emails and phone calls, I get responses like, The issue has been escalated, and we are working on it and will get back soon. It has now entered in its 4 month. WHEN will MTN reply and confirm that my phone can go for repairs as per the insurance claim submitted. I have contacted the complaints department, I received a reply, on which I send more information and again - no feedback