Unprofessional and very bad

Bought iPhone at MTN Diamond Pavilion Mall, Kimberley last year 2019 on contract and the phone fell off my hand in December the same year and the phone was damaged, visited MTN to report and book it for repair but was told the phone was not insured and I was shocked as I know I requested an insurance...i requested proof of copy of my contract at the same branch and they failed to provide me with one until I requested one from Head Office which was sent via email after a month or so and on the contract it's clearly specified I have insurance contrary to what I was told at Kimberley branch, I have reported the matter at Head Office as well but I didn't get any joy as i am still sitting with the phone that is not working hence MTN continue to take their money from my account.....I want assistance in this regard as no one is taking responsibility of their actions, I really had a bad experience with this Service Provider