Below satisfactory customer service

I'm sending this regarding my cellphone contract insurance which I took out for a Samsung cellphone in 2016.

The phone was working properly but after about 6 -7 months the device stopped working. I went to the MTN Ottery store where I initially upgraded to complete a claim form and was told that my device is not covered by the insurance yet I insured the device at the store upon receiving it. I was instructed by the agent to go to Samsung waterfront as it's a manufacturers defect in which I received a quote of R2400 to fix the device.

In 2017 after receiving the quote and being told I needed to pay for the device to be fixed, I went back to the store to cancel the pointless insurance cover which I received. The agent who I spoke to advised he will email the insurance company to cancel my cover.

In july 2020, I cancelled my contract and moved over to prepaid. After which i had numerous issues with the network and I eventually ported my number to Cell C as MTN store Ottery and Kenilworth Centre or the customer service call centre could not resolve the issue I was experiencing.

In October, November and December I realized MTN was debiting my account which I immediately reversed but my contract was cancelled in July.

On the 6th January 2021, i contacted the call centre regarding a message i received saying "my details will be sent to the credit bureau if I do not settle the outstanding amount.

They then confirmed that they never received anything from MTN Ottery hyper stating that i would like to cancel my subscription with the insurance company.

The call centre agent said I should have checked my invoices which had been posted, which I never received by MTN, due to the incompetence of your staff in capturing my suburb incorrectly on your system

On the 7th January 2021, the agents at MTN hyper gave me a number for the insurance company whom i contacted to cancel my insurance.

MTN Ottery hyper and canal walk branches advised that in 2017, I was given the incorrect details regarding the insurance claiming process since my device was insured and under warranty and when cancelling my insurance cover.

The incompetence of the staff at the various branches as well as the Call Centre staff is appalling.

The threats of being blacklisted for staff incompetence does not sit well with me

In future I will never use MTN or recommend anyone else to use this network due the service which I’m receiving.

Furthermore I find this just a plot by the various staff and call centre staff sending me from one branch to another as no one really wants to accept responsibility for not doing their work properly.