****** laptop no response

I was ****** and my phone was ******. I reported my phone ****** on the 4th of February I went to the police station and completed all the relevant documentation and MTN's required documentation. All documents were sent through via e-mail to [Email Removed] I then received a reference number: ***6. I again sent a mail on the 10th of February, I even phoned being transferred from pillar to post. Phoning Head office is not helpful either. As today is the 21st of February I am still to hear anything from MTN. I require my phone for business and this has resulted in my clients being inconvenienced and well as my business being affected. Its apparent that MTN has no regard for clients nor a faithful client such as myself for 15 years +. All I want is a new phone as I have been paying for insurance for several years and this is the first time I have ever claimed. This is pathetic client care and I am utterly disgruntled!!!