No response on my insurance claim

My cellphone was ****** and I reported to MTN to blacklist the phone, on 5 August 2015 I went to MTN Store in Brackenhurst at Johannesburg, I filled in the forms and submitted them to a lady called Makie she then promised that I will receive a call from the insurance people and she gave me the reference number:***1, I have been trying to call MTN SP ever since that day with no success and even when I follow up with Makie, she tells me that she also cannot go through to the insurance people, its almost a month now without any response to inform me whether they are processing my claim or not.I am very disappointed because they will be deducting month end for the phone that I do not have and they will also deduct the insurance money.I have also been trying to change my debit date from being the last day of the month to 15 of every month with no success, I went to MTN Midlands to change and I received an sms informing me of the change it deducted on the 15th then the following month it went back to the 30th, I have been begging them almost every month if I am lucky enough that day for them to pick up my call, I do not understand why there is a callcentre because they never pick up