1 reviews | Active since Jan 2017
SHOCKING SERVICE 3 months wait for a Claim
<p>In October last year I started the process of trying to get a claim done with MTN the below was my experience step by step I will now be going to the SAPS to report them and get a ******** case against them for theft </p> <p> </p> <p>1. App**** for a claim end of October 2016 <br />2. Took them 2 months to get my claim lodged despite NUMERIOUS calls and emails back and forth<br />3. The excuse I got was that Autopage was taken ove by MTN - no excuse !<br />4. I have all the emails to back the above up with dates<br />5. The finially collected my phone is Decemeber 2 months later - I was told its now policy to collect phones you cannot drop them off anylonger</p> <p>6. December came and went January has come and gone.</p> <p>7. Finially late Decemebr I got someone to lok at and sort the claim out, I though thank goodness and thought that was the end of my troubles if I only knew better !!!</p> <p>8. Mid Jan I was told the claim was approved and I was to pay R150 excess which I did and was assured I could then pick my phone up !!</p> <p>9. Yesterday Saturday the 28th of Jan I got the below email:</p> <p>ood day Andrew</p> <p> </p> <p>I do apologize the day I was attempting to assist you when you could not obtain the autopage documents .</p> <p> </p> <p>I quoted you MTN excess instead of Autopage excess , I do apologize but as per your policy agreement with Autopage your excess should have been R1050 as you have already paid in R150 all that is outstanding is R900 .</p> <p> </p> <p>I am truly sorry .</p> <p> </p> <p>Please pay in excess and I can proceed with this claim .</p> <p> </p> <p>Also could you confirm do you still have the device with you or which store was it left at ?</p> <p> </p> <p>Thanks</p> <p> </p> <p><br />Best Regards,</p> <p>Lynette Pillay</p> <p>Claims Administrator - Volume Risk</p> <p>T+27 31 ********** F+27 31 ********** :: ********** :: **********</p> <p> </p> <p>As you can now imagine Im horrified as they not only messed up the excess but the clearly have no idea where my phone is or that they even collected it </p> <p> </p> <p>Im at a loss as to wht to do MTN or anyone for that matter should not be allowed to get away this BAD BAD servcie its shocking</p> <p>Andrew Parsons</p> <p> ********** 277</p> <p> </p>
Dear Andrew Parsons,
Thank you for bringing this to our attention; and I do apologize for the inconvenience and frustration caused by not receiving assistance from the previous team that administered your claim.
I understand how upsetting it must be to have been waiting since October 2016 for assistance on your claim from the previous team and then to be given the incorrect excess amount by the new team administering the claim. I sincerely apologize for this as it was an honest mistake on the consultants side however we are bound by the terms of the policy and need to ensure that the correct excess is received for the claim.
As your handset is damaged and the claim was originally dealt with by another team - we would need to query with you if you still have the handset with you or if it was handed in, in order for us to adequately proceed with the claim and avoid any further delays by assuming the handset was handed in.
I have checked on the system now and see that you have asked for the damaged handset to be returned to you as you no longer wish to proceed with the claim.
Please be advised that I have escalated the complaint to the underwriter who will be in further contact with you to advise on when the damaged handset will be returned to you.
I am sorry that we were unable to assist you with your claim and repair.
Kind Regards,
Chanel du Plessis
Claims Supervisor - ***
Dear Andrew Parsons,
Thank you for bringing this to our attention; and I do apologize for the inconvenience and frustration caused by not receiving assistance from the previous team that administered your claim.
I understand how upsetting it must be to have been waiting since October 2016 for assistance on your claim from the previous team and then to be given the incorrect excess amount by the new team administering the claim. I sincerely apologize for this as it was an honest mistake on the consultants side however we are bound by the terms of the policy and need to ensure that the correct excess is received for the claim.
As your handset is damaged and the claim was originally dealt with by another team - we would need to query with you if you still have the handset with you or if it was handed in, in order for us to adequately proceed with the claim and avoid any further delays by assuming the handset was handed in.
I have checked on the system now and see that you have asked for the damaged handset to be returned to you as you no longer wish to proceed with the claim.
Please be advised that I have escalated the complaint to the underwriter who will be in further contact with you to advise on when the damaged handset will be returned to you.
I am sorry that we were unable to assist you with your claim and repair.
Kind Regards,
Chanel du Plessis
Claims Supervisor - ***