Insurance department is disfunctional

I have have a bad experience with the handling of my handset for repairs.I has been three weeks since i have been trying to get MTN fix my cellphone.I have paid the excess fee but still they don't care to tell me when i can get my handset back.It's a challenge to get hold of them as the number the call centre gives me does not work.<br> <br> How long do they expect me to go on without my mobile device,they even promised me a loan unit and to date i never received a thong from them.