Easy to Debit a night mare to claim

<p>So on the 24th March 2015 I insured my Sony T3 experia with MTN in Hemmingways East London. On the 8th travelling to work I lose my phone and I find out when I get to work....So I report it to the police and so on. Following day I ask my boss to go and make a claim. So I visit an MTN shop close to be, a branch in Beacon Bay. A young lady assists me with claim. We fill in the clam form and I sign it. I ask her how long does this normaly take? Her answer was appoximately 4 days(So I assume 4 working days, and I think to myself fair enough)and goes on and say should I not be contacted in 2 days I can call her. I then get offered a small phone(What we call uTilili) by a friend. Am then connected again but obviously with no contacts at all. 2 days come I receive an sms saying that my claim has been received. Later on another sms saying there is some missing information for them to process the claim either a consultant will call or I can call them(I found it to be Strange). So I wait. Following day I decide to call(Being the one without a phone is hellish). At first those metions answer saying out operating times and then end the call (Operating times being 9- 5 on week days). I call just after 9 only for me to wait for 30 minutes on the line and finaly I am number 1 in the que(I waited for more than 5 minutes being that number One). I dropped the call(meetings to attend and so on). As I wrap my say I decide to call again , afte 40 minutes I finally speak to a young man Lindsay Samuels. He then tells me the IMEI that they have on their system is not the same with the one on the claim form that was submitted. I then ask him how is this my fault, why cant they sort it out themsleves, because the only thing I did was to take the box of the phone. He then tells me that they are not MTN , they are Pinacle (Consultants for MTN) and they do not have access to MTN to ask for this information. So his advise was I go to the MTN that I originally made the insurance with they need that form that I signed in 2015. I then ask him so 45 minutes holding this the only thing I am being told. His response was unfortunately there's nothing he can do. I can only email him the documents when I get them. (The anger and frustration I had). Next day I call the young lady (Michaela). She tells me theres nothing she can do from her side because she had not received any correspondance as yet re my issue(The shock of my life). I tell her thats where she is wrong because my phone is insured with MTN not Pinacle and only MTN will have this documetation. She tells me they dont keep docments with them and she will send an email saying that. I asked her to cc me. Email sent and I was cc'ed. 4 working days pass(its actually 6 days for me). Within those days I dont receive anything. On the 17th I decide to drive to the Beacon Bay Branch. Now being assisted by an older lady , calls Pinacle and waits online 30 minutes or so. The consultant asks her questions about their system and the phone they had on their sytem happened to be a Nokia phone that I never insured but, bought it on contract 2 years before the Sony. The lady on the phone asks to speak with me. She asks me to to the Hemmighways Branch for them to get this information, and I agreed. The lady infront of me says to me she will call the Hemmingways MTN and will then contact me (The seekly me agrees, as I just had no energy at all to drive to the other side). Cwaka...I decide to get up and take the dreadful drive to Hemmgingways (Pain of wanting things to be done with no phone). I get there, today(19 May 2017) a young lady assist me, Lwandisa. I tell her that I am actually now lacking patiency because am being sent from pilar to post. I tell her what Pinancle wants so as to process my claim. Ironically I receive the exact same sms saying theres missing information for my claim to be processed. Lwadisa checks with her system and picks up the phone that I am claiming. She calls Pinancle....again she also waits for 30 minutes. She talks with the consultant on the other side that she can see it on her data and has a refrence blah blah blah. So the consultant says he/she will send an email to MTN requesting this information because on their side they do not have. Lwandisa asks to be cc'ed on the email and the call ends. I ask so what am I supposed to do now. She responds and says she will call me as soon as she gets a response. I tell her that I am tired of waiting . I have been paying for a service from 2015 till today and I have to be up and down. I have been making calls and using petrol till today I am without a phone for a service that I pay for every month. I did not insure my phone with Pinacle I insured my phone with MTN. Being a customer and someone paying for this service I should not be feeling at all that Pinancle exist it should be MTN's issue not mine. I need my phone back</p>