MTN: Worst service ever experienced!

On the 8th of September 2020 I made a claim with MTN for a cellphone that had been ******, at the time the phone was ******, there was a different sim card in the phone. It took just over a month for MTN and the cellphone insurance company they were underwritten with - Guardrisk - to get back to me. I had called them 5 times over the month to find out what was happening and each time was left more confused than the last. Eventually, on the 06 of October I received communication that the claim would not be approved due to the fact that there was a different cellphone number in the phone. I called them to cancel the insurance and was told it would be cancelled but I will need to pay for the rest of the month. I then called MTN to find out what my debit order amount is minus the insurance premiums, I was told they have no records of me having a cellphone account and that they are debiting me R199 and not the R500 that I pay monthly which came as a huge shock to me - I have monthly invoices to prove this. It means that they have no track record on their side of the phone. The service has been extremely poor and not a single one of their agents could help me, I was then instructed to go back to the store where I took out the contract which is a huge inconvenience for me as I don't live in the area. I have been an MTN client for over 10 years and this has made me want to migrate to a completely different service provider! To date, there is no clear way forward