MTN AND SMARTPHONE PLUS - Pathetic Service

I submitted an insurance claim for a damaged phone on 23 Jan 2015 and despite several follow-ups, I never received a response from MTN until I called about 2 weeks later only to be told that the claim is approved. Anyway, MTN arranges with a company called Smartphone Plus to fetch my cell on Friday 6 Feb. However a courier guy shows up Thursday and as I was not available I asked that he please come back on Friday as arranged. After waiting the entire Friday, nobody shows up or even calls me. On Monday morning, 09 Feb, I called Tumi Mohlala from Smartphone plus who had no answers as to why the courier didn't pitch up, but promised that the courier will show up before 11h30 am on Tuesday. I call her again at 12h45 on Tuesday as nobody showed up, but only to be told she cannot confirm when the courier will show up as she is still waiting for an e-mail in this regard and in her very words: \her hands are tied."I then asked to speak to her manager"