MTN has lost it's touch, I'm porting

So I sent my claim form for my ****** LG G3 last week Monday 25th May, Claim was approved and Adrian sent me the documents. When I took up this insurance, I insured the phone for the value of R7,500. When I received the approval letter it says the LG G3 is worth R6,902.62. Now I went to several MTN stores last week, with no luck of getting a phone. Firstly MTN Franchise & MTN Direct price their phones differently, nobody felt the need to let a paying customer know. MTN Direct is on strike, this is my work phone. I asked Adrian to send me another letter rather saying I can get a phone that is worth R7,500 as per my option when I took the insurance because LG G3 is not in stock. He tells me I can' t (have emails to prove this), there's nowhere in the contract that says I can't. I further asked him for his contact details and he's gone silent. What is also frustrating is that most of the insurance staff including the head of department is unavailable. NO one can help me, i'm still without a phone but MTN is still debiting from my account for a phone I don't have. Not even a manager is available to help, i'm cancelling as soon as i get my phone