POOR COMMUNICATION AND NO SERVICE

On the 17th July I visited MTN Umhlanga to hand in my phone for repairs as it is under insurance I was assisted by a lady who took down my details and gave me a job number with a promise that I will be contacted within 2 weeks for collection of the device. the 2 weeks went by but no comms came through and I stumbled upon the MTN Repair centre address which is very close to my house Riverhorse valley and I decided to hand in the phone myself. The lady that assisted me was Zipho Mbete whom I gave all the information that she requested including the claim number until today the 26th August I still have not been contacted for neither a quote nor to give me an idea as to the progress. When I call the insurance dept at MTN repair call centre I never get through after holding on for a good 30 mins. When I try to call via 808 I get the machine informing that the insurance department is currently experiencing network difficulties then gives you an option of speaking to a consultant who cant help you. All I am asking for is progress on the claim and to know how long will I have to wait for the phone to come back PLEASE if that is not too much to ask.