NO SERVICE NO RESPONSE

Took my phone in December 2014 to MTN Hazeldene Branch due to phone not working. I was asked to completed required documents which i truly did but no response for 3 months. Said insurance required access fee which was paid EFT R330. The insurance company said they haven't received any payment after which Hazeldene branch emailed them proof of payment. i had to go and pay another R330 at Absa bank for the same thing access fee. I then went back to the Hazeldene branch to collect my phone 27 March 2015 which was still not repaired. Hazeldene branch said we must contact the insurance company which is MTN them selves. I then tried to phoned numerous times but to no avail. Now the question i need to ask is why i had to pay twice for the same thing and still no phone. MTN deducts the money off my account every month but still have no phone and no service or anyone to tell me whats happening. Please as a pensioner i would like some assistance or is this how the elderly get's treated