NO REPLY AT INSURANCE CALL CENTRE

Claim form completed for a cell phone on 10 December, email received from MTN on 21 December confirming a courier will contact me to collect the damaged phone. No response since but the problem is the call centre does not answer - held on for 24 mins, 28 mins and today for 34 mins. Sent sms, sent emails and sent fax. No response (they say they take 5 working days to respond to any complaint/queries). How does such a large organisation specialising in telecommunications have such a poor call centre response time - I wander what their call drop rate is and their average time to respond to a call is - is anyone at MTN prepared to tell the customer this? I have been to the MTN service centre at Pavillion and they can't help me - I have to speak to the call centre.