MTN the non-service provider

I sent my Samsung galaxy note 20 ultra to be repaired under insurance from my local MTN in delaryville, North West in the first week of February 2022. After 3 weeks and no communication from MTN I returned to the branch to hear how things were progressing. I was told the were struggling to book my phone in as an MTN device which is strange because along with the claim for repair they sent a copy of the invoice I received the phone on from MTN. 3 weeks not even booked in to repair yet! 1 week later same story. 01/03/2022 I sent a email to *** received an automated response. No further communication. So on the so 11/03/2022 sent them another email with my complaint number. No response. 23/03/2022 the mater was sent to icasa with all emails to MTN attached. No replay from them. Then yesterday 24/03/2022 got an email from mtn finally asking my contact number and account number which I forwarded. No communication since then. So I am paying for a phone and it's insurance and I don't have the phone! I wold strongly advise anyone considering to take a contract with MTN to look elsewhere!