****ed Off

Good Day

I would like to state my frustration with MTN Device Insurance. So i bought a new phone in November 2023, i opted for an early upgrade as the Sales Consultant was insistent that i could upgrade earlier. So did my upgrade got a Samsung FE 23 , told the Sales Consultant Neo to please make sure that my insurance is added onto my cover this phone im buying is really expensive. Phones value is R20K. He assured me he will add it onto my insurance he even told me the additional premium i was gonna pay. Fast forward to now on the 13th July my car was broken into and my phone ******. I report the phone to MTN as being ******, make the case and submit my claim. 1st they say they don't recognised my IMEI numbers, then i take a pic from the box and send it to them. No response for 2 days then they come back to me advising that come back i must prove to them that this was an upgrade, I go back to Campus Square where i bought the phone they give me a copy of my contract as well as invoice to show i bought it there. I then email to MTN insurance, 3 days later they come back to let me know that they cannot entertain my claim as the device is not covered. How is my device not covered if im paying premium for it, I am not impressed at all after being a loyal customer for over 20 years now and this is the service i get.