I WANT MY MONEY BACK IMMEDIATELY

I have a contract with MTN Jabulani Mall. I Lost my phone 18/07/16. Followed all procedures of reporting the lost phone. MTN sent me a email 22 /08/16 approving my claim. I was advised to go to Jabulani mall with the approval letter & access of R350. Went to the store and was assisted by Xolani who told me the phone was out of stock and can choose another phone up to the value of the lost phone, told me to go home they will send me banking details to deposit access & submit proof of payment, told me MTN insurance company has been discontinued to go to any other MTN store for assistance i then went to MTN Westgate mall and they turned me back to J mall . Months went by and i have been requesting for banking details. Again I went back to MTN J mall & this time i was assisted by Nthabiseng , she told me she sent a email to escalate the matter. Took my details and promised that MTN will contact us which never happened. THAT TIME I AM BEING DEBITED TILL TODAY. On 04/08/2017 @ 18:45 I received a call from MTN that i am due for an updgrade. I asked the consultant how do i upgrade while i have a pending query for almost a year now. She put me on hold to investigate. She requested to call me back regarding my query and i am STILL WAITING FOR THE CALL and today it is 10/08/2017.

I would like MTN to refund me for all the debits , Give us our phone as we followed all processes and we were given a run around. I WANT MY MONEY BAC**** OR I WILL TAKE THIS UP WITH THE OMBUDSMAN. I am really upset , it is as if they gave me the phone for free.