****** phone not replaced but charged for

Feb 2020 - Contract phone got ****** and wasn't replaced. MTN insurance started to process claim. At this time the phone was being used by my partner and I was out of the country. He stopped paying for it since there was no phone to pay. Dec 2020 - I returned from abroad went to MTN branch in Bloemfontein to find out about the contract and was told that I've been handed over to legal department for not paying the phone (which wasn't replaced). Tried phoning customer service 6 times to get ahold of MTN legal department with no success as I dont get further than the greeting message. Jan 2021 - Got MTN legal email adress and emailed them to ask to handed back to MTN as I want to pay for the phone so that my name can be cleared. Response was positive and I was referred back to MTN to pay phone. Went into 3 different branded to find out the outstanding amount due as no one was very helpful. Finally came to note that the outstanding amount was R23000 and this will not be covered by MTN insurance even though a claim was processed but still have to pay for the insurance as well as ****** phone that wasn't replaced. Got told that I need to phone MTN customer service for banking details and payment plan. Feb 2021 - After phoning at least 6 times a week since branch visit, I finally got ahold of MTN headquarters in JNB and asked to speak to a supervisor as this process has been dragging on for to long. Supervisor told me that he is sorry that I have to deal with this but I need to phone the legal department, but he doesn't have a phone number for them. It is now March of 2021, 13 months later and MTN has yet to be able to assist me as to why I need to pay for the phone that was ****** but not replaced and why MTN insurance doesn't want to pay for it. ALSO no assistance in regards to a payment plan as I was willing to pay the phone.