Mtn insurance - pinnacle marketing unprofessional and disappointing service - they issue you with blocked newly refurbished phones and not brand new phones

I have been approved for a new iPhone from my insurance with MTN insurance (pinnacle marketing) they have sent me two blocked newly refurbished phone and not a brand new phone this has been going on for 2 weeks. Very unprofessional and disappointing service from Pinnacle marketing The manager - Charlene Muller does not return calls even though her other colleagues email her to contact me.