PATHETIC SERVICE

I have taking an mtn contract online and when the agent called me I made sure that I told her to add insurance on the contract. The debit order for the insurance did not go off and now when am trying to call MTN insurance I am given the run around and now I must email documents which wa snot provided to me, The agent is so rude and tells me she cannot activate insurance as I need to send her the tax invoice, I advised that I have it with me and not on emails and she places mke on hold for 30 minutes until the call cut. WHAT PATHITEC SERVICE AND WILL RATHER CANCEL ALL CONTRACTS IF THIS IS THE SERVCIE I GET TO ACTIVATE INSURANCE