WORST SERVICE EVER EXPERIENCED

So I got an iPhone for my brother last year August. I have been paying my account including my insurance consistently to date. My brother broke his phone on the 11th of July at Gold Reef City. In my opinion the phone is irreparable. I logged the insurance claim with MTN on the 13th of July. The Whole week went by and there was no response. I went to the head office on the 22nd of July and its only then that my claim was captured. Was then assisted and my phone was collected 2 days later on the 24 July. They said that they are sending it to the repairs Centre. Today is the 30 of July and my phone has still not been received by the repairs Centre. Nobody follows up with me or anything and my brother is now sitting without a phone for now almost 3 weeks. And to top it all off they have said to me that if the phone is irreparable I will NOT get a new phone but a REFURBISHED phone! Like I am paying insurance to the value of R15000 and they want to give me a refurbished phone!!!! I am going to pay my contract up with MTN, cancel the contract and PORT back to Vodacom. This customer service in my opinion is disgraceful and definitely terrible service I have ever experienced in my life.