Worst customer service expirience

I had a house break in and my cellphone was ******.I went to your MTN store in Germiston Golden Walk where I paid R140.00 for sim swap which up to now I dont understand what was it for because I haven't received any assistance.I have filled a claim form as my mobile was insured but up to now I have not been assisted.Im missing very important calls of which also include calls from daycare in case something happens to my kids.However none of your call centre agents is efficient enough to assist,same as the agent I got in your store.I regret ever joining contract,I never expirienced such when I was still using prepaid.I hope to have this resolved asap