Un-unswered calls

I am really sick of the service that I am getting at MTN, I hear that there is a continuous strike but that really should not affect me. I had lost my phone last week Friday (26/06/2015) and reported the incident at MTN which I was assisted in blocking my lost phone and I was then advised to report this at the police station and fill in a lost form claim, which I then did and e-mailed the documents. My issue is that I cant get through to MTN again now cause I am not getting any feedback on getting a new phone. This is really frustrating because really I pay for my services. I don't mind staying on the line to get assistance but my problem is that after waiting on the line for more than 15 min the call cuts. MTN should really find a way of servicing their customers otherwise close shop.