Terrible traumatizing service from MTN

<p>I got a new contract phone from MTN in 2015 and took the MTN phone insurance also. Few months later the phone had charging problems, I took it back to MTN for repairs however few days later I got SMS saying phone cannot be repaired I must go fetch a new phone at my nearest MTN store. I fetched the phone from Century City Branch.</p> <p>Recently my phone got lost, so i wanted to claim it through the MTN insurance. I called 808 to blacklist the phone, but i was told the phone i was using is not in the MTN system. They still had the old phone that I gave back to them for repairs. I was advised to go to the store, which I did and consultants told me the exchange/swap/ updating of the details for the repair phone was not done last year. The new phone i was given is not registered on the MTN system. They are not even sure if the insurance will actually accept the changes now. The insurance also still has the old IMEI number. </p> <p>However what i will like to understand is:<br />1. I gave the phone to MTN in 2015, but that is the same phone i'm still paying insurance for to this day ?<br />2. Is it my responsibility/ problem that MTN gave me a new phone but never updated their system<br />3. The old phone I gave to MTN why is it still on my name whereas it is supposed to b with MTN ?<br />4. how does MTN explain me having an MTN phone for more than a year but it is not registered under my name ?</p> <p>I do not have time to go up and down with this issue, I am paying my contract and my insurance and I expect a better service from MTN.<br />Currently i have not yet blacklisted my phone because MTN cannot find it on the system. Secondly I haven't reported the phone lost at police station they require ITC number that i can only get after MTN blacklist the phone.</p> <p>I need this matter resolved as quick as possible, I am tired of going up and down solving MTN's problems. </p>