Terrible Client Experience

I have been an MTN subscriber for about a decade , with all the issues the company has been experiencing I still remained loyal to the company even when my friends and family left the network I still stayed loyal, however the treatment I have been recieving from the network not only is it disappointing but very distasteful , I took a contract last year October and went to the MTN shop in gateway to apply for insurance , the lady emailed the form for me and on the 27th October 2015, I got an email requesting the memory of my iPhone, I rep**** immediately , and NEVER had anything since ,I then noticed that my account wasn't debited and I then started making enquiries a month later with NO luck, I called daily with no luck , I have sent hundreds of email still NO reply whatsoever , 5 months later my phone is still not insured , and NOT a single reply on my emails and the contact centre is completely useless , I call daily and hold for more than half an hour with NO luck!!!!!<br> <br> What kind of service is this ? Is this how MTN service its clients ?