1 reviews | Active since Jan 2019
Bad service at MTN Heidelberg Mall
I never had as bad service with this company as lately at MTN Heidelberg Mall. I've upgraded my device last year. The consultant assured me that my device will be insured. Last week my screen got damaged and I put in a claim, after confirming again that I was insured. Pinnacle Marketing, handling the insurance, informed me today that my new device wasn't insured. I still paid insurance premiums for my old device as MTN never informed them of the upgrade. So the screen of my new device will not be repaired. MTN Heidelberg Mall first blamed Pinnacle Marketing for not getting the info from me last year. Then they blamed me for not informing Pinnacle Marketing of my upgrade. I. However didn't even know where my phone was insured, as MTN handled that and my premiums were deducted with my subscription fees as one amount. Then MTN Heidelberg Mall came with a copy of my contract, where it stated that I didn't want insurance for my latest device, which is utter nonsense. Why would any body pay a monthly premium if one didn't want insurance? Why did MTN Heidelberg Mall then didn't stop the old premium-deduction? Bad service Not trustworthy employees there
Thank you for your post.
Please accept our apologies for the lapse in service and the inconvenience caused to you as a result.
Kindly note that this matter has been escalated to the Regional Management team and we will advise once we receive feedback.
Warm Regards, Zanele MazibukoComplaints Management Team
Thank you for your post.
Please accept our apologies for the lapse in service and the inconvenience caused to you as a result.
Kindly note that this matter has been escalated to the Regional Management team and we will advise once we receive feedback.
Warm Regards, Zanele MazibukoComplaints Management Team
Kindly note that we tried to contact you and reached voicemail.
Please note that the store had advised that when the upgrade was done, you signed a waiver stating that you did not want insurance.
They further advised that the insurance that you had was for your old phone and the onus lies upon the insurance holder to update their details with the insurance provider.
Kindly note that a copy of the insurance waiver can be sent to you if required.
Warm Regards, Zanele MazibukoComplaints Management Team
Kindly note that we tried to contact you and reached voicemail.
Please note that the store had advised that when the upgrade was done, you signed a waiver stating that you did not want insurance.
They further advised that the insurance that you had was for your old phone and the onus lies upon the insurance holder to update their details with the insurance provider.
Kindly note that a copy of the insurance waiver can be sent to you if required.
Warm Regards, Zanele MazibukoComplaints Management Team