Extremely Frustrated & Unhappy customer

I’m extremely disappointed in MTN’s service, it is extremely poor to say the least. In February 2023 I took a contract out of a iPhone 13 256GB at the MTN kiosk in Somerset mall, around Aug/Sep the phone started giving technical problems and I took it back to MTN and they booked it in for repair. Luckily it was still within the 12 month warranty and they replaced me with a new device. I decided to insure the replacement as I was scared the same might happen again and after the 12 months MTN wouldn’t be able to assist. I took insurance with MTN the full cover. Unfortunately I got ****** and had to put in a claim. To my suprise I was unable to blacklist the phone as MTN says under my contract it’s still showing the old IMEI number and nobody seems to know how to rectify this problem. I have been dealing with Alison the Manager at the Somerset Mall branch and it’s been 2 weeks now with no luck, even MTN customer care has not been able to assist me. I am extremely upset and disgusted at this service of MTN as no one seems to know anything about changing the IMEI number so it can be blacklisted. Which department was responsible for the change of the IMEI number when I was replaced? Doesn’t MTN have a technical department to fix this error? These are the questions I’m asking myself. My claim has been delayed because of MTN’s negligence. I hope someone will get back to me ASAP.

Regards Nomvuyo Mbune ***(c) ***(w)