Poor service

I have paid my account and is up to date. This would not have happened if the lady chanelle at mtn pavillion told me to pay my account in the first place! Like I said this put me threw a lot of inconvience. Mtn insurance was supose to call me yesterday 26-06-15 and to send an email with banking details that I need to pay R270 to repair my phone. Please can you make them express some urgent in this matter as I have waited long now. And can mtn open both my lines for the laptop and sim card as I have paid the money. What precautions is mtn going to take as I'm very unhappy with this whole matter. Apologising to me does not mean anything if mtn doesn't take this seriously. Thank you I hope this is the last report I wirte to you about poor service.