Atrocious service from MTN

I’m really disappointed with MTN right now. I’VE HAD A CONTRACT WITH YOU SINCE 2009 AND HAVE NEVER MISSED A PAYMENT AND THIS IS THE SERVICE I GET…..I’M APPAULED!!!! I LOST MY PHONE AND REPORTED IT, GOT THE ITC NUMBER – AND WHEN I TRIED TO CLAIM FOR INSURANCE I FIND OUT THAT MY DEVICE IS WITH ANOTHER COMPANY WHICH I WAS NOT AWARE OF AND THIS SO CALLED COMPANY’S CONTACT NUMBER DOESN’T GO THROUGH!!!! TO ADD TO MY MISERY I PAID FOR A SIM SWAP AND NOW IT DOESN’T WORK I’M TOLD THAT THE SIM IS SUSPENDED. I CALLED AND I WAS ASKED TO GIVE IT 10MINUTES….3HOURS LATER THE SIM DOESN’T WORK. I CALLED THE INSURANCE DEPARTMENT AGAIN AND WAS TOLD THAT THERE IS INSURANCE HOWEVER THERE IS NO DEVICE LINKED TO THAT – SO I HAVE BEEN PAYING FOR A SERVICE THAT I’M NOT RECEIVING? I WANT A CALL BACK – OR GET AN URGENT FEEDBACK BEFORE TAKING THE LEGAL ROUTE. I’VE BEEN WITHOUT A PHONE FOR OVER A WEEK AND THIS IS UNACCEPTABLE.

I HAVE BEEN TRYING TO CONTACT YOUR INSURANCE DEPARTMENT AFTER LOSING MY DEVICE AND HAVE BEEN SENT FROM PILLAR TO POST WHICH HAS NOW BECOME DISTASTEFUL AND A VERY UNPLEASANT AND TRAUMATIC EXPERIENCE WITH THE SERVICE THAT I HAVE RECEIVED.

THE FIRST TIME I CALLED I WAS TOLD MY DEVICE WAS NOT INSURED BY MTN, BUT ANOTHER COMPLANY CALLED SMART INSURANCE – I WAS GIVEN THEIR NUMBER *** BY BOITUMELO THABELA. TO MY DEMISE THE NUMBER DOESN’T GO THROUGH. AND I WAS SURPRISED TO LEARN THAT MY DEVICE WAS NOT INSURED BY MTN? I’VE NEVER REQUESTED NOR BEEN ADVISED OF SUCH. TO MAKE MATTERS WORSE WHEN I HAVE BEEN CALLING TO FOLLOPW UP I’M TOLD THAT THERE IS A DEVICE SHOWING UNDER THE INSURANCE BUT THERE IS NO MAKE AND MODEL AND I WAS ASKED TO OBTAIN A IMEI NUMBER WHICH I DID. WHEN I CALLED THE INSURANCE DEPARTMENT AGAIN TODAY I’M TOLD THAT THE INSURANCE WAS DONE INSIDE A SHOP BUT THEY CAN’T TELL ME WHICH SHOP? AM I NOW SUPPOSED TO GO TO ALL THE MTN SHOPS IN SOUTH AFRICA TO FIND OUT WHICH SHOP IT IS? I HAVE NEVER BEEN INSIDEA SHOP TO PURCHASE A DEVICE – AND HAVE BEEN UPGRADING OVER THE PHONE OR ONLINE OVER THE YEARS.

I’M VERY FRUSTRATED…I NEED HELP NOW!!!

THEIR HOLD TIME IS UNBLEIEVABLE - NOT SURE IF THEY GO TO LUNCH WHILE THEY MAKE YOU HOPLD, MAKE TEA OR TAKE A TOILET BREAK.

THEIR MANAGERS ARE ALWAYS IN MEETINGS AND YOU ARE UNABLE TO EVER GET HOLD OF THEM

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