MTN not honoring promise to customer

On the 18th of November 2015, i called the insurance line held for 45 min, i than decide to go to the morning side mtn store, they advised me to fill in the insurance form and to call, i explained that i have had to hold for 45 min with no response and she said that the only way. After filling the form and emailing it, i received an automated response that my phone will be collected in 5 working days (nothing happened). i tweeted @Mtnza with the issue they said that they will follow up and responded that they will have the phone picked up at the start of Jan, it is now the 20th of January, my phone has not been picked up for repairs, no one has called to follow up, essentially i am paying MTN for a service they are not attending too, zero service delivery. ***