Advisor do not know company process and provide incorrect information

I was advised by a MTN service champion to leave my device at the tongaat store. When making the claim of my device to be repaired.

The inconvenience MTN insurance now wants me to make a second claim for lost device with an additional claim fee.

If I was a advised of the correct process of keeping my device and waiting until MTN insurance I would did has I was advised however I was not.

I'm not happy with customer service that I'm receiving. MTN is making it my problem that the phone got lost at the tongaat store.

I find it unfair that I am getting blame and charged of this issue caused by MTN