the worst customer experience

I have never been displeased with a service as I am right now with MTN. From their customer service in the call center, their insurance company as well as the courier company they are using. My Sony Xperia z5 broke in February already and immediately I have contacted the insurance department. Whenever calling the *** number the wait time is nothing less than 30mins. I then emailed my claim form through to *** at the beginning of March. I received an automated response informing me that the turn around time is 5working days. 11Days later i sent an email to *** inquiring if they have any feedback. No response was received till this very day. I kept trying to call their contact center but there was always a long wait and i never got through to a consultant. Until yesterday, i finally got through 45mins later after holding. The consultant i spoke to had no customer service whatsoever. She placed me on hold and said she has the courier on the line. Without informing me she just transferred me through. Arrangements has been made with the courier department to have my phone collected today. I specifically advised the lady whom i have spoken to that i work between 8:00-16:30. She assured me that my phone will be collected today. And yet NOBODY SHOWED UP TO COLLECT MY PHONE!!! And nobody contacted me to inform me that they will not be collecting it. This is highly unacceptable as its 2months later and my account is debited on time but i am not receiving the service I am paying for!!!! I want to cancel my contract and any agreement i have with MTN!! Why should I be liable for the poor service i have received yet you are so quick to take my money!! I expect this to be resolved as soon as possible or ill be taking this further to all social media informing everybody i know about the ****ty service provided by mtn!