Unacceptable mess-up

I upgraded on 5 december 2014. I signed a new contract and took insurance on the device. When the 1st debit was due, i realized that i was not charged for insurance. I therefore call MTN and the insurance department and made them aware that they had made a mistake and not charged me for insurance only to find out that the insurance was never loaded. I was then advised to provide a ref number for insurance application (obviously i wouldnt have that) I asked them to contact the agent in Sandton city to get the relevant details require to sort this out. 6 calls later and hours of holding on for someone to answer the issue is not sorted. <br> <br> I have made the effort to make them aware of THEIR error and as an honest citizen i expect them to fix it. Im am so frustrated because i still do not have insurance and should something happen to the device i donot want to be left out in the cold. I have made MTN aware that because i have taken the liberty to bring this to their attention, they will be liable for any loss, damage or otherwise to the device even if the insurance has not been loaded.