UNACCEPTABLE SERVICE

I have MTN insurance on my handset and submitted a claim for a broken screen. They collected the handset and I have not had any updates on it since, almost 4 weeks later. I was not provided with a temp phone to use as they didn't have any in stock and they do NOT answer any calls. I have called in several times and waited on hold for up to an hour on each occasion before the line was dropped. I have also tried emailing but with no response. All this, just for an update!!!! Disgusted with the service. I tried to call MTN direct and they told me there was nothing they could do. I left my name and number with them and still, no promised call was ever received.