Negligent Staff

I had two contract phones with MTN asked for the one number to be closed and took a upgrade on the other number with insurance on the phone. I lost my phone and when i went to go and claim at one of the MTN stores they said i didn't have insurance on the phone and the other number want closed. The consultant didnt submit the insurance papers to the insurance department and he didnt tell me that i needed to write a letter to close my other number. MTN Love day is know blaming me for not checking if they had been debting their money every month they saying its my responsibility to check if MTN is debiting their money every month protecting their consultant by pushing the blame onto me. The directors of this shop haven't assisted or helped me in anyway they say they call me back then they don't, or they tell me they will give me feedback in a day or two when i call my calls are been ignored. Its simple MTN Loveday should take responsibility for their consultant that didn't do their job properly, I don't blame the MTN insurance department for refusing to take responsibility for the negligence of the consultant at MTN Loveday. MTN Loveday should take responsibility and pay me my phone.