Pathetic service

MTN has the worst service ever, My dads phone stopped working a while back, a claim was submitted and we have not received any feedback for months ,no collection of the item either to assess the damages,after months of waiting we told that the claim has been rejected because the phone is out of warranty! I fail to understand what that has to do anything and since I never received policy schedule I would like to see in writing where it is stipulated that this could be a possible rejection reason!I pay a premium for a service and you guys can do better than this, I will take this further if I am not contacted with a valid reason as to why my claim cannot be honored and I want the policy schedule and your terms and conditions in writing!