Pathetic custoservice

It’s now 18 days since I logged my complaint with MTN and I still haven’t got any response and my query is still not resolved. Ironically, their turnaround time is 72 hours. My experience has been **********; from their call centres, branches to their complaints department to an extent this has now lead me to cancel my insurance policy as I haven’t been able to claim for my lost mobile and I refuse to pay for something I no longer possess. I called their customer services within 24 hours of losing my mobile and for some odd reason they couldn’t link the mobile number with the phone, I was then referred to a branch in which I did the very next day. I visited the Cavendish Square branch in Claremont, Cape Town and was told the very same thing about my mobile number not being linked to the phone and the EMEI number couldn’t be traced and that was it. They couldn’t offer any resolution for my query. Prior to going to the MTN branch, I went to an Apple store (also in Cavendish) with my receipt and box and the lovely gentleman (shout out to him) verified and confirmed everything was in order and advised I was good to go. After leaving the MTN store, I then reached out to their complaints team and received an automated response that the email was received, with a reference number and that someone would get in touch with me within 72 hours. After more than 72 hours (8 days to be exact) without contact, I then reached out again and was asked to explain what my query was. Once again, this is exactly what I did, providing all relevant details including my personal details as required. Till this day, I still don’t have a phone which and there’s still no word from MTN. The service is appalling and their customer services is unreliable. I’m beyond disappointed and wouldn’t recommend that anyone uses MTN. Pathetic!!