No Feedback, no ownership

I had filled out an insurance claim form at MTN Morningside to which I was informed the claim would take 5 working days to process.<br> <br> 7 working days later I have not received a single word from anyone at MTN and have been passed from pillar to post. The call centre (***) is unable to pick up my query or tell me the status of my query. I went back to the store on 16/08/2015 to which I was told to \Go directly to Head Office in the West Rand". There is no sense of ownership of the query from anyone and the insurance number ***) cuts you off after you have gone through the entire process that the voice prompts request you to. Must everyone who claims insurance go through to head office in order to follow up as there seems to be no means to get feedback. This level of service is pathetic!"""