Major lack of service and communication from MTN

I am terrible frustrated by the lack of communication and service that I have received from MTN Insurance. This is the second time I have dealt with them with regards to a phone repair. I hoped that the second time would prove my first experience to be a fluke, but it actually is worse.<br> <br> I filed my claim form on the 9th of Feb 2015. MTN/SmartphonePlus only collected my phone for repairs on the 2nd of March. I received an email with details for an excess payment on the 6th of March, and processed the payment on the 9th of March. I then received another email to say that the reference number was wrong and that the funds were allocated into the wrong MTN account (although it matches the form that was sent to me) and that I now have to send a copy of my ID to allow the funds to be correctly allocated. This sounds extremely fishy to me.<br> <br> Another complaint was that the loan phone that was sent to me was not compatible with my backups, and that I cannot use the phone to access my contacts etc. I reported it, and another loan phone was promised to be delivered on Tuesday 10 March. No-one showed up. I have tried to phone Smartphone plus, and was disconnected after staying on the line.