MTN bad service

I went to MTN to find out why my account had not been debited for 2 months as agreed. I had changed my banking details with them and since then my account had not been debited. The consultant that I dealt with told me that their system had changed my account from debit to cash, which I had not agreed to, the consultant said they had been having problems due to the strike. I paid the difference and my account was rectified. My problem is that I have had my phone ****** and was told that my insurance fell through but was not notified that when I changed my details they didn't put the insurance under the same number and that the insurance company is separate to MTN, when I signed up all my details were done through MTN but now that I need to claim, there are stories. This is highly disappointing!