MTN Insurance is useless

MTN Insurance department is the absolute pits.

On June 17 I was ****** and my device was ******. On contacting their insurance department I was advised that they had the wrong device on book and I was being charged since Jan 2015 for this even after subsequent device upgrades. I spent the entire last week week trying to resolve this and finally reached an agreement that I was comfortable to make a back payment for the difference of the new device which I had got in Dec 2020. After speaking to four different individuals who had all promised to send me an invoice for the payment I finally received one today. I made an immediate payment and sent through proof of payment only to be told that they have to wait now for their finance team and then it would be handed to an assessor. It now now two weeks that I am trying to resolve this and it is absolutely pathetic service from a brand I have been with for almost 12 years. My next step will be taken them to the ombudsman.