Poor Service

I sent a claim form to Mtn Insurance on the 23rd of November 2015, I received an email on the 27th November confirming that my claim has been approved, the email also advised me that an Mtn representative will come and collect my handset on the 30th of November 2015. A consultant from Mtn also called me to confirm the pick up address and date. No one came to pick up my handset, I have been calling and sending emails to [Email Removed] and no one has responded to my emails nor calls. I am really frustrated by the poor service I am receiving from Mtn. My phone is damaged and I am receiving no joy from Mtn.