MTN MegaCity mall in Umlazi, bad horrific customer service

My sister is claiming with insurance a ****** phone and the insurance wants a contract summary from MTN where she opened the account. The Megacity mall MTN in Umlazi is refusing to assist her, when she calls they drop the call on her, or ignore it. They first **** about load shedding and slow system but after that they were straight up not taking our calls, it’s been 4days now trying to beg them to send the contract summary. My sister lives in Pretoria and that specific MTN is in Durban Umlazi. Does she really need to travel with over R1000 just to get help. I am so disappointed. MTN is the worse, and I did warn her about taking a contract with MTN coz I also have a terrible experience but I guess now she has seen what I was talking about