Worst customer service I have ever experienced

My cell phone screen cracked over the weekend of the 10th of October. I sent an email to on the 12th asking if the monthly MTN insurance that I pay covers the cost of the repair. I received no feedback so I emailed again on the 13th. <br> <br> I received an email stating that my query has been escalated to the repairs department. Again I received no feedback. I sent an email on the 19th asking for a status update only to be told that my query has been raised with the insurance department - again no feedback. I spent 11minutes on hold trying to speak to a telephone operator but to avail. I also made a complaint on the MTN website and received no feedback. <br> <br> I finally got through the operator last week where I was able to organise that my phone will be picked up on the 28th and I will receive a spare phone - I specifically asked for a spare phone. Today I phoned the insurance call centre to ask if my sim card will be compatible with the spare phone only to find out that I will not be receiving a spare phone?? Now I have to wait until a spare phone is available. Worst customer experience and I will be changing operators as soon as my contract expires. I have nothing good to say about MTN