Repairs of my phone

My name is Hombakazi Ngani ID No. ***. I have a phone contract with Mtn including my phone insurance. My phone was damaged on the 05/07/2015 and I reported it on the 07/07/2015. They told me that they are going to come and collect my damaged phone and give me a loan phone. That never happened, and I decided to take my phone to the nearest branch Mtn Hemingways East London. In short now I'm being send from pillar to post when I want them to update me about the repairs of my phone. The contract and the insurance of my phone are debiting every month from my bank account and i'm not satisfied at all that I'm paying for the services that I don't get since I'm not using that phone for almost three months. I've never experienced such bad service in my entire life. Mtn officials are a bunch of useless people. Please help me I just want my phone back.