Quick to disconnect lines not to fix phones

Good day MTN<br> <br> yesterday i sent an email through to MTN insurance all i got is an email acknowledging receipt of email.<br> Last time i received that email it took you three weeks to come collect my phone , how long will it be this time.<br> <br> My phone stopped charging out of the blue i don't have a phone currently had to borrow from a friend , my question once more how long ????<br> <br> reference number is (***8)