INSURED DEVICE CLAIM COMPLAINT

I have 4 contracts with MTN and one of my insured devices started giving a problem, the sim card tray was broken to a point whereby the sim cards were trapped inside and unremovable. I claimed and my device together with my two sim cards were collected from me for the repairs on the 05th of September 2024. It took more than a month before I could get my device back, MTN if I don't check how far is my device they would not update me. On the 10th of October my device was delivered back to me without sim cards. I communicated with them concerning that, and they told me that those sim cards are untraceable, and they are not liable for that. So I asked them what was I supposed to do if the reason for my claim was because of the same sim cards that they say they are not liable for. The consultant told me that I should pay R150 and then claim it back from them. I paid that R150 immediately and claimed my refund back as they said. Now as we speak, I am still fighting to get my refund back. One of the sim cards that was misplaced by the repairers is a contract of which I am still paying but not using its data or minutes. They take forever to respond to emails. I have emailed them all the necessary documents, but still, I have to follow them each and every day if I don't check on them, they won't give me feedback. I am so disappointed in MTN and as soon as I am done paying for my contracts, I am leaving them for good. When you are a loyal customer surely you don't deserve such treatment. I am upset