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kmarambana K

1 reviews | Active since Apr 2017

23 Nov 2018, 15:36

EXTREMELY UNHAPPY BY HAVING TO SUFFER FOR *********** MTN STAFF WHO CAPTURED INSURANCE DOCUMENT INCORRECTLY - NOW MTN IS WANTING ME TO ACCEPT THEM DE*****ING THE BUSINESS FROM PAYING OUT

I would like to escalate this matter to the highest of Management due to the ********* business from MTN Vincent in East London. I will NOT let the matter rest as a Business Manager I will not accept to be de*****ed by your team. Took x2 cellphone contracts for Samsung Plus S9 phone, as per all assets that are purchased by the business, I refused to take release of the phones due to the value until the insurance was confirmed. I specifically asked the sales consultant that the phones are FULLY covered and insured. against theft and all other things. She arranged this and gave me the documentation to sign and initial AFTER confirming this. To my dismay, after i have had the trauma of having my car JAMMED, I am sent this email by your company stating that ""Kindly be advised that I have located an active Liquid & Accident contract policy which only provides cover in the event of liquid and accidental damage to the device. We are unable to assist with the recent claim submitted for loss / theft as this would fall under a non-insured event under this policy."""

I will not accept this AT ALL, after I specifically checked if the phone was insured. WHY IN THE WORLD would a person with all the business experience and in my position cover a device for liquid damage KNOWING the world we live in

You are ********* and if you de***** people all the time by saying these things from paying out what is due than you have it wrong. I am not going to accept this and take things when I know what business covered on our cellphones.

Do the right thing and stop playing with people and de*****ing them. It is NOT ACCEPTABLE.

On top of that, the manager at the shop could not check as there were no computers for her to go on the system.

Should the second cellphone be lost over the weekend and we are told this story as well after i asked the manager to check, please note we will not be liable for a cent.

I want action and I want this mess caused by your *********** staff rectified.

0
Replies (2)
MTN South Africa
MTN South Africa's reply26 Nov 2018, 10:24
Official
Good day Khulu, 

Thank you for your post. 

We are terribly sorry for the inconvenience that you experienced as a result of this and we would like to sincerely apologise that you received such poor service. 

Kindly note that this matter has been escalated to the Regional Management team and we will advise once we receive feedback.

Warm Regards, 
Zanele Mazibuko
Complaints Management Team

kK
kmarambana K's update26 Nov 2018, 13:44
Reviewer Update
Dear Khulukazi Marambana, Thank you for your email. When the insurance application is loaded at the MTN store, the store consultant is required to captured an email address in order for an automated email to be sent to the client for ease of reference and to check if all information has been captured correctly. This email was sent to ********** In light of the above, a copy of the application documentation was sent to the provided email address for details to be verified and queried with us should there be an error therefore policy will remain cancelled. I am sorry that I cannot furnish you with a more favourable outcome. Kind regards, From: Khulu Marambana ********** Sent: Friday, 23 November 2018 3:41 PM To: Kaylin Sampson ********** Subject: RE: MTNCC ********** _ Confirmation of Cancellation Good day Kaylin I will not accept this. This is not the insurance that we took out for the Business Cellphones. So I do not accept this at all. I will escalate it to the highest person. As a business manager why would I agree to a cover for liquid damage knowing the world we live in. You will get the consultant that took out the insurance of the phone and if she captured what she decided, you can take it up with her but I do not accept the below. Khulu Marambana Business Manager Dube Autobody , Franchised Auto Magic Agent 5 Belfast Road, Gately East London Office : ********** Cell: ********** From: Kaylin Sampson ********** Sent: Friday, 23 November 2018 14:30 To: ********** Subject: FW: MTNCC ********** _ Confirmation of Cancellation Importance: High Dear Khulukazi Marambana, Thank you so much for your below email. Kindly be advised that I have located an active Liquid & Accident contract policy which only provides cover in the event of liquid and accidental damage to the device. We are unable to assist with the recent claim submitted for loss / theft as this would fall under a non-insured event under this policy. As you are no longer in possession of the mobile device and therefore no longer require liquid or accidental damage cover, it is in your best interest for us to cancel this policy; as we would not want to continue debiting you for a device you no longer have. Please note at commencement of cancellation cover ceases with immediate effect for this policy. Should you have any further queries please do not hesitate to contact our office on ********** or you can email me directly. I trust that you will find the above in order. Kind Regards, -----Original Message----- From: Khulu Marambana ********** Sent: Wednesday, 21 November 2018 1:26 PM To: Kaylin Sampson ********** Subject: NEW CLAIM FORM - SIGNED Importance: High Good day Please find attached requested documents. Khulu Marambana Dube Autobody , Franchised Auto Magic Agent 5 Belfast Road, Gately East London Office : ********** Cell: **********