Most disgusting service I have ever encountered

I got a new Cell Phone contract through MTN 2 months ago. The new phone that I got with the contract became faulty. I am insured with MTN Insurance as they promise you a loan phone whilst your phone is being repaired. We filled in the claims paperwork and sent it to MTN 15 days ago. My secretary phones them every single day (sometimes twice a day) and MTN have still not been able to process the Claim Form - never mind repair the phone or give me a loan phone - they have not yet got to this stage of the process. <br> <br> The reason for the delay is that they tell me that they cannot pick up on their records that my new phone is insured with them. I fail to understand this as they have debited my account over the last 2 months for the insurance and I have a mail from them when I purchased the phone confirming that I am insured. They now want me to go to MTN Waterfont (where I purchased the phone) to get the insurance details for them. It is the same company, why can they just not contact their branch and get the details!!!!<br> <br> I have had to spend R500 to purchase a cheap phone to use in the meantime. This is the most DISGUSTING SERVICE I have ever received in my life!!!!!