Appauling service

We wanted a sim swap and we were given forms to fill for the sim insurance and we were told someone will be in contact. No one called or smsed till I went to buy the sim card with my money. I received numerous emails requesting information from Pamela and kaylin @ pinnacle witch I did prove.

I have sent the requested info but Kaylin calls me today to tell me that the claim has been denied due to documents not received on time.

This account is under my mom who is 65 years old and Mtn store and service centre consultants have taken advantage of her by not explaining the process and by giving her incorrect information regarding the claim