MTN doesn't want to accept claim on cell phone!

My worst experience EVER!! I bought two phones last year on contract and the other got ****** at the airport. I made payment for the excess to get the phone which I am currently paying for insurance. one month passes and I haven't received the phone. I contact MTN claim department and what a group of people! They have been sending me around telling me my account is suspended then they said I must pay because my account is in arrears. Instead of them checking they now have decided to come up with a story because they DO NOT WANT TO GIVE ME MY PHONE THAT I PAY FOR EVERY MONTH!! The level of incompetence they exchange your issue to the entire department and non of them not even one has ever made an effort to check where their mistake IS?? This is by the worst experience ever from MTN. I regret ever buying anything from them!!! Such poor services!!!!