Frustrated MTN Customer

I am extremely disappointed with MTN South Africa. I have been a loyal customer for the last 12 years never missed a payment on my contracts. Yet on Saturday my phone was ******, and because have always known I have insurance I went to the Sandton store only to be told that indeed I do have insurance however it's not for my current phone and that I had to call MTN insurance on Monday. I called MTN insurance this morning only to be told that the insurance that has been deducted from my account for the last 5 years was for a Samsung S6. Yet when I got my upgrade in Dec 2019 I requested for the consultant to make sure that my phone had insurance. So was asked to go back to the store and request for the following documents: 1. Signed Contract 2. OMS document 3. Change in Assets document

When I got to the Sandton store I was advised that they needed to request the contract and that it would take upto 7 days to get the documents. Now my question is why is it that when it's time to make a claim you always get stories. How can MTN continue to deduct money for insurance for a phone that is most probably been phased out and I have had 2 upgrades since then. I would like this issue resolved either MTN replaces my mobile or they refund me my money for the insurance I have been paying since they upgraded my phone. I find it strange that they upgrade phones but then come up with excuses when it comes to replacing phones