POOR SERVICE

I HAVE A CELL PHONE CONTRACT WITH MTN SO MY PHONE GOT DAMAGED I CLAIMED TO HAVE IT FIXED.THEY CAME AND COLLECTED AND BORROWED ME A LOAN PHONE.ON THE 29 APRIL I RECEIVED AN EMAIL FROM MTN INSURANCE SAYING THE PHONE COULD NOT BE FIXED SO I HAVE TO GET A NEW PHONE.IN ORDER FOR ME TO GET IT I NEEDED TO PAY EXCESS CLAIM OF R650.I WENT TO MTN AT CRESTA TO PAY THE EXCESS CLAIM OF R650 BUT WHEN I GOT THERE THE CONSULTANTS TOLD ME THAT THEY COULD NOT GIVE ME THE PHONE (SONY EXPERIA Z3 COMPACT) BECAUSE TAKALANI TSHIVHASE HAD WRITTEN AN INCORRECT CLAIM COST,WHICH IS FAR LESS THEN THE TOTAL COST OF MY CELL PHONE.HIS CLAIM COST AMOUNT IS R6227,32 AND THE ORIGINAL COST OF PHONE IS R9000 - R9500.SO MY PROBLEM IS THE CONSULTANTS AT THE STORE REFUSE TO GIVE ME MY PHONE DUE TO HIS LACK OF CONCENTRATION TO DETAILS AS HE WAS WRITING THE INSURANCE CLAIM LETTER.AND NOW I CANT GET A HOLD OF THEM IVE TRIED EMAILING AND CALLING BUT TO NO RESPONSE.THE MTN INSURANCE IS DISGUSTING AND THE SERVIICE IS SO POOR ,THOSE PEOPLE NEED PROPER TRAINING.