No collection based on incompetence

I phoned MTN insurance following up on my insurance claim, after having received an email a week ago saying that my claim had been loaded and that they will arrange a collection. I spoke to the lady by the name of Lindiwe who assured that that my phone will be collected today. Today she calls me to say, I need your address again for collection, and I gave it to her and she kept saying that it's a wrong address, later she tells me it was a wrong address and not to mention her attitude, she was just plain rude. I am disappointed in MTN. I am not happy at all with the service I'm getting from MTN and their call centre staff.