Terrible Customer Service

I have never opted for insurance on my MTN upgrade device. Since the 7th of March I have been trying to get answers from MTN, just to be pushed between their insurance company and them, trying to get a contract out, or proof that I did not select insurance, but no-one is getting back to me, and when I phone, they are conveniently off-line. This is so frustrating. I have been a customer for many years, but the service is definitely degrading rapidly, unless they can sell you something.