Pathetic service

<p>i took out device insurance in May 2016 with MTN when taking a new contract. My device was ****** on 23 January 2017 and i called and did the necessary. I sent in the supporting document on the 28th of January 2017. till date i have not received a new device. There is no customer service s****s that the insurance contact centre has. i have not been called by them and on each call that i make to them daily, i wait on the line for 45 minutes or more before even being answered by a consultant. initially there was an issue with the imei number that i submitted and yes they did not call me or email to advise. i received an sms from them stating that i need to pay the excess amount needed and i have done this on the day that the sms was received. a few days later still no response from them. i called in and a consultant said that she would advise me the next day what the replacement phone would be but i did not receive a call from them so i called in. i held on the line for a full 45 minutes only for the consultant to hang up on me. i sent an email to the complaints department on the same day 10 February, however the complaints department (Chanel Du Plessis) emailed on 16 February asking a Zandile Mkhize to reply to mail. Idid not receive any feedback to date. i called again on 14 February inquiring regarding the status of the claim. A consultant advised that she is going to the logistics department to find out whether they have the handset in stock. she then advised that they have the handset available and it will reach me in 5 working days. today is 7 working days later and i did not receive this. i called in for a consultant named Gugu to tell me that there is no stock of the handset. then she says that they have the handset and that i need to pay an additional amount. why???? according to them handsets are coming from a different stock house and it seems that while everything depreciates, the handset i took last year did not!!!! it is now more expensive even though there are higher more upgraded handsets that have come out. when i asked to be put through a manager or supervisor to assist i spoke to a Mamothea who now advised me that i had underinsured and then after arguing about this fact, she cuts the call. WHERE IS THE CUSTOMER SERVICES???? WHEN DO I GET MY DAMN PHONE??? NOBODY RESPONDS TO ANYTHING IN THIS COMPANY!!! I AM DISGUSTED WITH THIS BEHAVIOUR</p>