MTN Insure are ***********

I got a quotation for my Sony and my husbands LG phone because both of them were damaged. I decided that I am going to send by husbands LG in for repairs first because we only have one backup phone. Mpho sent me all the documents and I sent them back to him. The phone was picked up 2 September. I did not hear anything from them until 23 September. I phoned them to find out where my phone is. Firstly every person I speak to until today still say I sent in a Sony. They then still needed a proof of contract and after a long wait they said they need the value of the LG. I sent them everything twice already. Once to Mpho BEFORE they picked up the phone and said all the paper work is in order and after the phone have been picked up. I work weekdays and weekends I an notable to go to a MTN store. Now they need an invoice to see how much I have been paying for insurance on this phone. I told them before they picked up the phone that we upgraded and we have a new phone. Now all of a sudden nothing corresponds not even the amount that shows on my invoice and the amount on their system. Now where does the problem lay then??????????