SHOCKING SERVICE FROM MTN INSURANCE

I've been calling MTN regarding issues I've been experiencing with my phone. I was diverted to the insurance department who sent me claims forms which I submitted for the phone to be collected and a loan phone to be provided. The confirmation e-mail I received that the phone will be collected was received on Saturday 7 Nov. The collection date of my phone and delivery of the loan phone was supposed to be today 16 November. When I call today to query what time the delivery will be, I get sent from pillar to post between MTN insurance and the high call repair centre. As it is, the waiting period to get any assistance from these departments is anything up to 30 minutes at a time. At this stage I still don't have a eta as to when my phone will be collected. All I get is different contact details of people that can't help. All I want from MTN is someone superior to explain their slack service, why I have confirmation of collection and delivery yet no one can direct me to the right place. Also I've now asked to cancel my contract with MTN and they can't even advise the cooling period clause. Instead i'm told I will pay a penality. For a phone that is 4 months old. Please help!