Extremely poor service and don’t even expect TCF, I don’t think they know it.

Lodged a claim for a damaged cell phone, after a lengthy process of waiting for about 6 weeks, a new cellphone arrived from Mrp in Durban, I opened the phone only to find it’s a faulty phone, it looks like it was damaged then fixed and refurbished however it was not a successfully refurbished phone.

I immediately called the consultant at the Mrp store and explained my situation, I also went to the store to call MRP insurance which we did, I Spoke to the manager by the name of Otto who me I’ve explained how his consultants lack humanity and customer care, I explained how long I had to wait and how many times I had to call in just to obtain an update and now I get delivered a faulty phone, Otto made sure he highlight that I have to wait out the process of the supplier coming to collect the faulty phone, checking what is wrong with it and making a decision weather I get a new phone or not, this was gonna be the 7th week I wait, the claim was lodged 14 April 2026 today it’s the 4th of June 2026 still without a phone.

If you find yourself wanting to insure a device never go the Mrp insurance way, you will get disappointed, even the manager cannot practice his management rights and make an executive decision. Due to the urgency of the situation, I advised Otto that I will purchase a new phone and they will reimburse me and Otto said that would be in my own accord and I must not expect any refund, Otto further promised by the 2nd id have received a brand new phone and he will personally make sure I get it but not even a call was received and he promised to call me.

I called on the 3rd and spoke to Vazi who advised the phone only reached the supplier on that day and they were meant to include me in the communications but it seems I was intentionally excluded because Vazi took down my email address, unfortunately no communication came my way.