Insurance Claim

I'm one unhappy client, apparently I am insured with a device I know owned nor purchased, my last insured device was Samsung S8+, n now I'm being told a different story, I claimed last month on the 14 because the Samsung S8 + is lost, I have been taken from pillar to post waiting for MTN to update my details I don't know ho long does it take, I have a pile of emails from their insurance claiming to rectify the mistake but with no vain, I sent everything that was required from me to prove that I never had that kind of a device, every time when I call the said agent Embalenhle Hlatshwayo she keeps on saying they are waiting for a response from her relevant department

But come month end the insurance installment is deducted from my account

Suprisingly last year October PINNACLE MARKETING fixed my device after they realized that a mistake was done by MTN consultant the time she was capturing my details

Tomorrow marks 1 month ever since I claimed and the insurance insists that MTN needs to rectify the mistake before my claim can be approved

I asked for the contract with my signature of the Alcatel device, they don't have it,

Can someone be held accountable and I get assistance

Unhappy client