Service Pathetic

I lost my cellphone on the 26th of June and I have filed an insurance claim with my provider. My claim is pending as they are awaiting a ITC number to process the claim. I have been trying to call the prepaid call centre since the 27th of June and each time i hold for 45 min to an hour without getting through to anyone. Yesterday I called in and held for 1 hour and finally got through to someone just for the consultant to tell me that she was unable to assist me as their systems were offline...Really!!! I demanded to speak to a team leader as this was unacceptable she placed me on hold for another 15 min then dropped the call. I tried calling again today and got through to no one again. Does MTN value their clients? How difficult can it be to get a simple ITC number? I have never experienced such terrible service in my life....