Poor service

I lost my cellphone and I reported it at mtn Heidelberg and I was told my claim was processed and I will be contacted.then I was not contacted untill I decided to to Heidelberg Mtn mall,they contacted the insurance and I was told to pay the excess fee. I then payed the excess fee and nothing happened.I then called the insurance myself and phone not picked up.I went back to the store and insurance was contacted so I was told my claim was not received the store needs to resend the claim.I borrowed a phone to let hello peter know about this,am so disappointed in mtn and don't think I will not make business with mtn again.am using my child phone no *** this Is where I can be reached.