No service delivery

I logged a query with MTN Insurance on the 19th of Oct 2015 and was advised the response time is 5 days and i waited that 5 days with no response from them. After complaining on twitter I got a response but still no one came to collect my broken phone. eventually someone came and collected. after a few days i was given a faulty temp phone to use and i sent that back because if the phone died id be held responsible. all in all. i have no phone and no one is getting back to me and i'll be going on leave and i cant go without my phone. its been 2 months. what could be so hard about fixing a phone ?