falling to deliver

I have been a loyal client to Mtn. The one time I need they assistance do they deliver no.over a month now after I had placed a claim with the insurance and every time i do a follow up that agent blames the previous one I spoke to. They never bother to call a client back and today finally spoke to Elizabeth the supervisor. Was there anything different she said no.(I am sorry) that all they all keep saying mtn could I please have my device. .