Why I am still paying for a Phone i do not have?

It is now 40 DAYS without a phone!<br> <br> My phone was ****** on the 26th of February 2015, the consultant (Reuben) at MTN Eastgate Mall (Entrance 4) assured me that all the necessary claim forms that I had completed were submitted. However, I called MTN Insure and they have no claim recorded for my number ***). I still do not have a Reference Number NOR do I have a phone (LG G3). What's going on MTN? I chose you rather then Vodacom and it was not because of prices but of customer service, you are letting me down big time. <br> <br> And also, why is it that if the person your dealing with is Not Available /or On Leave /or Day Off, no one else is able to assist you? Doesn't MTN have Supervisors / Team Leaders for ensuring Quality Assurance. Where is the Quality Assurance in my complaint?<br> <br> Management, please advise further as no one else has a solution.