Extremely terrible service

I am extremely frustrated. <br> <br> I submitted a claim, to replace a lost phone, on the 12th of May 2015 and till today my claim has not been processed. My phone has not been replaced and I am struggling. <br> <br> The processing of my claim is taking forever because someone at MTN replaced my damaged phone with a new one and never provided the IMEI number as the phone came without the box. Now my claim is not being processed because the phone has not been 'blocked'. MTN has messed up and I am suffering for it. The claim number is provided below. <br> <br> I wonder whether there is management at MTN that monitors how long it takes to close claims and what the reasons for the delays are. In this case it is internal and I am not getting any responses to my mails nor is my call going through to the Call Center as they are always experiencing a high call volume. <br> <br> Improve efficiency and things might improve as I am one of those cases that should not be bombarding the call center with lots of mails and calls.<br> <br> I hope that someone will at lease respond to this note as I'm struggling to find a way to escalate this complaint and I can see why!