MTN - Contract Request - Beyond Frustrated!!

I submitted a claim for my ****** phone to Admyntec (the insurance administrators for MTN). The phone was ****** 28th January 2024, claim submitted 29th January 2024: reference number: #226459. The frustration in the length of time it's taking for this process is also high, but at the very least I do receive comms from them. In the most recent comms, 22 March, “Lindy from Admmyntec” requested a PDF copy of the contract for this phone. I emailed MTN Customer Care on the 22nd of March, requesting the required information. I have not received a response yet. I called the MTN customer call center (135) as follows: Friday 22 Mar, at 15h30: Ref no: *** – I requested the contract be emailed to me and confirmed my email address. The agent confirmed it would be sent to me, I have not received these as yet. Monday 25 Mar, 09h10 – call dropped Monday 25 Mar, 09h12: Ref no: *** – Explained the request made on Friday and that I have not received anything. Agent was checking to see if she could send it through. Got disconnected. Monday 25 Mar, 09h18: Ref no: *** – SMS notified query closed – no contract received Monday 25 Mar, 09h18 – Explained the request, calls made, lack of comms received. Agent advised that they were experiencing an email issue and put me through to sales as they can help. Got through to another agent and explained the issue and the agent dropped the call. No Reference number I sent the above information to the MTN Complaints email group yesterday (Mon 25th Mar, at 12h14) and received an automated response sharing the reference number: fc338114-690b-45e6-9f63-a8119f39e4fa and stating "always try to respond within 24 hours". More than 24 hours has passed an no comms as yet.

Surely it can't be that difficult to email a contract document to a customer?