Complaint turn Compliment
Mtn did not capture my insurance details correctly when I upgraded my contract. When I lost my phone on 15 January 2018 and reported my Claim after paying insurance premiums since inception of my MTN contract they still rejected my claim.
This was a major problem for me as my phone has become my main tool in generating an income. Upset I didn’t know what else to do.
I was truly upset and was going to log a complaint with the ombudsman. I contacted Pinnacle who manages the MTN insurance to ask for the ombudsman details. Eventually Lavona contacted me. She was polite and understood the situation I was faced with. She was not sure if the underwriters would approve a replacement device. She really listen and throughout the day kept in contact with me. Eventually I received a Sms from MTN confirming the replacement was approved.
I am so happy that she took my situation seriously. I would like to take the time to compliment her because she truly understood my dilemma and she also went the extra mile to assist me. Without her help, I honestly don’t know what I would have done besides trying the ombudsman.
Her service was remarkable and made me a loyal MTN client and put my trust in Pinnacle as managers of my cell insurance.
I would also like to extend my gratitude to the underwriters as well as people I left out.
Lastly I would like to thank Martina from Rosebank MTN for putting me in touch with Pinnacle so that this issue could be resolved.
Absolute pleasure when people understand that errors do occur and go the extra mile to maintain clients regardless of all the red tape.
Absolutely amazing service.
It’s just so bad that I can only get a replacement model & not an iPhone X 256GB, my dream phone.
Not all our dreams can come true in one week.. haha ? If they did send me that device they would hands down be the worlds bestest insurance management company & I’d give them 2x 5 star reviews without flinching. Haha ? many a truth said in jest.. but thanks so much Pinnacle for making my day.
Thanks again Lavona and the underwriting team.
Kind regards
Marcus Van Den Berg
