Phone still not repaired after a month and a half. Waiting for an email for 2 days and counting

<p>My phone has been in for repairs for a month and a half. On Monday I finally got hold of MTN insurance to ask what the problem was, and the consultant I spoke to on the phone (after being on hold for an hour!) told me they just need me to pay an excess and they will instruct the repairs center to carry on with the repairs. They said they would send me an email by the end of the day.</p> <p>That was Monday. It's now Wednesday. It's been two days, and I'm still waiting.<br />The consultant I spoke to was "patrick" and gave me phone call reference ***.</p> <p>I have mailed the mtn insurance enquiries email address several times asking for an update. I have receieved zero response.</p> <p>I got through to MTN insurance on the phone again today. I got hold of the same consultant as Monday, Patrick. Even <br />after looking up the details on his computer, he didn't have any recollection of the earlier conversation. I had to <br />quote a reference number to him before he was of any use at all.</p> <p>Then he tells me they phoned my wife (the owner of the account) this morning to get things moving. I quickly contact <br />her while I'm on the phone and she tells me no, no one phoned her. As I suspected.<br />When I challenge him on this he says no his supervisor said this. So I ask to speak to them.</p> <p>After a few minutes on hold, I then speak to "Ntombi", who I think is the supervisor. No she says she was confused, it <br />was another client they phoned. She will check up on the status of my insurance claim and phone me back.</p> <p>This was at 15:31. It's now 16:44, over an hour later, and no one has called me back. As I expected.</p> <p>So far I know that :<br />MTN insurance never replies to emails.<br />MTN insurance never sends emails when they say they are doing to.<br />MTN insurance never calls back when they say they are going to.</p> <p>Based on all of this, what am I supposed to do next? I could spend an hour on the phone every day waiting on hold to get through to one of their operators, only to repeat this process over and over and over for the rest of my life. Is <br />that MTN's normal customer service procedure?</p> <p> </p> <p>I'm not even being facetious. Every time I am treated like this, I get more and more angry. I don't understand how treating customers like this is ever OK. How on earth do you operate as a company like this and get away with it?</p> <p>So far I've had people repeatedly promise things that they didn't do, give me incorrect information, and potentially even lie to me.</p> <p>All I want is my phone back, repaired. This has been promised to me. Repeatedly. No one seems to have any motivation to help me actually make this happen. I don't know who to call. I don't know who to email. I don't know who I should take a drive and speak to. There are zero options open to me. All I can do is keep trying everything, over and over and over, and hope that eventually I get some progress out of someone.</p> <p> </p> <p>The longer this goes on, the more noise I am going to make, and the higher I am going to escalate this. I am not going to go away. A single reply on a Hellopeter complaint is not going to make me magically go away. This issue needs to be resolved. That is the only way to get me to stop. Ignoring me is only going to make matters worse. That might work for other people - it is not going to happen here. I have a detailed record of who said what when, and it's a text file that is getting absurdly long. Sooner or later, this is going to come crashing down on someone.</p> <p> </p> <p>Please help me!!!!! All I am asking is that people do their jobs, make good on promises that were made to me, and repair my phone and send it back to me. I don't understand how that is so unreasonable?!</p>