MTN's Non Existent Complaints Department (Pathetic Service)

I submitted an insurance claim on the 02 of December 2020 to date all I received from MTN is 'Pathetic Service' after being a customer for more than 15 years. I've never failed to pay my account and it's the first time I am claiming for a ****** device. They treat you as if they are doing you a favour and their complaints department is non existent they sent me an automated ref.no.*** which means nothing this is my ticket no. 605840 for my claim. They first wanted to offer me a handset which is inferior to the one I had, then I requested the same handset and colour or for them to give me a model better to the one I had. They eventually found a Huawei P9Lite in White which I refused to accept and sent it back without opening the box because of the colour. To date I keep on phoning their Insurance department daily for resolution to my claim. I have requested them to let me speak to a Team Leader or Manager which never happens. I have never experienced such poor service from a service provider.