MTN mobile insurance claims department

I am disgusted and appalled by how you guys at the call centre Handled my complaint. I have had a contract with you guys and insurance. My phone got cracked and was collected on the 30th of January, expected delivery for a new device was 7 to 14 days from then. I have called on everyday to get an update with no help. Today I called in and spoke to Sijabulile who I told directly that If I want to speak to a manager that they don't have them on the floor and they only had team leaders. She clearly didn't know what she was doing as I was kept on hold for over 50 minutes. When I eventually got to a manager named Elizabeth, never have I come across such a rude woman in my life. She kept speaking to me in Zulu after I had requested she speak to me in English. She first gave me attitude and told me I am supposed to greet her back. She put me on hold for over 30 minutes after I told her not to. She came back on the line and accused me of harassing them and basically told me that I had been swearing at the previous agent, which I did not. Went on to tell me she can't assist me because I have attitude and told me a heap full of stuff I did not say to the previous agent. She basically spoke down to me like she was my superior and I must listen to her. When I requested to speak to her manager she told me they are busy and don't know when her manager Terrence will get back to me. She went on to tell me she was dealing with another claim for another customer and she will not help me with my claim and she will drop the call. Which she did. Can somebody listen to those calls because I am now going to lodge a formal complaint with the Ombudsman because this is not treating customers fairly. PS my name is Nqobile but using my sisters profile as I don't have a device.