Poor customer service

I took out a contract with MTN in 2016. I have never had a phone ****** until mid-2015 and never had insurance on a phone. When I took out this contract I specifically requested insurance with this phone because I had to learn the hard way that today's phones are expensive enough to warrant insurance... I was made to believe that the fee I was quoted included MTN's internal insurance.

When I took my phone to MTN in November 2017 to request repair to water damage, I was told that there was no insurance on my contract. I went back home, digged out my contract which clearly shows that I did request insurance and there is even some insurance policy documents attached to my contract.

I sent an email to MTN's customer service on 12 December 2017 and have not received any communication back. I also notified the branch where I took out the contract and the lady there said that they have requested my contract. I have since had feedback from her and she told me that they cannot find my contract. I also went to the store where the person I took the contract out from now works to ask for their assistance (since it is his signature and negligence that has lead up to this), with promises to get back to me, which obviously also did not happen... I have had several sales representatives calling me to upgrade my phone and I have explained to all of them that I am not taking out a new contract until my current contract's insurance is sorted out, to which all of them just respond with an "oh ok" attitude. It is extremely disappointing to be the kind of client to which MTN wants to sell something but when there is a problem no one takes the responsibility and time to try and assist (except for the one lady who has assisted to some extent).