New applucation for mobile phone damaged - MTN Service Provider

Totally agree. I have submitted my application for damaged phone on 4 January 2020 and only received an acknowledgement response with ticket number. On 6 January, I called them to follow up on the status of the application and was assisted by Mbalenhle Hlatswayo, who said that I need to forward her my MTN contract summary and subscriber agreement for further assistance, which I did.

Again I only received an acknowledgment email stating received but this time with a new ticket number and again no follow up call from Admyntec.

Later the afternoon I called again to confirm whether all is in order and spoke to a lady, Neo. This time there were confusion because 2 ticket numbers has been issued. She confirmed email has bern received however they cant open the pdf attachment. No one bothered calling me to let me know that they not able to open the attachment. I resend the email and requested Neo to please let me know telephonically whether all is in order l, which she did. She forwarded the application to the relevant dept who would then send me the excess amount and banking details and once POP was sent, they would arrange for a courier to collect the phone.

Om the 7th of Jan, I called again to query status as I have not received any messages relating to excess payment and to find out what the cause of the delay is. I had to wait 35 minutes for the call to be answered, who then asked me to hold on as they find out what is happening and held on for 15 minutes and then the call was cut. Best practice would have been for then to call me back, which off course they did not do because Admyntec has the worst customer service and their staff needs to be trained on Admyntec's, Treating Customers Fairly Policy.

I attempted calling again today to find out what is causing the dealy and gave up after holding on for 50 minutes and again send an email requesting feedback.

Only received the following email stating thank you for your email, again with a new ticket numbet, which again will cause further confusion.

To date I have received no feedback from Admyntec.

This has been the most frustrating claim process ever and I will be reporting Admyntec to the relevant Ombudsman.