Poor customer service at MTN Claims

I reported a lost phone that is covered by MTN INSURANCE, the first claim was actual sent in October, and they keep on giving me runaround, early this month i was told that my claim has been approved and i have to pay an access fee of which i paid, there after i received another email requesting that i pay another access fee of over R900 when i queried this i was told that they made a mistake. Thereafter the requested my address however, i provided my ID number and later i received another email asking me to confirm if i have received my device i responded telling them no i haven't. after that email I received no further feedback. and i have made countless follow ups but no feedback from MTN Claims. There isn't any escalation structure. I AM STILL WAITING FOR MY DEVICE.. Reference number is #614040

Regards

Bongi