Forceful downgrade by mtn insurance

Good day

I am writing this review under a lot of disappointment and ignorance. I have lost my phone last month 28/08/2021, I submitted my claim documents it was all approved.

They delayed the arrival of the device as there was shortage of stock, end up receiving the less of what I expected and the value of my item. Yesterday I received the device under an pleasantly treatment from my insurer and I was complaining how it was handled the matter. Now that I have the device I noticed is not well functioning and I took to mtn store for their technicians to check it what is going on. The advised I received was the device is faulty or I have been issued with a 2nd hand device that was faulty before.

I called the insurer to update about this issue now I am having their call centre consultant only said they will refer it to head office with email. Today I did a follow-up and no one know I did lay complain and 1st consultant just said our calls a recorded then hang-up the call after she heard my side of story. I called again the 2nd consultant didn't want to give me her name as tried not to be clear on the until I asked to spell her name and surname. Then again they are shocked of my complaint as I was told yesterday it will be referred to head office and today's same message of head office. My emails could not be rad as they blocked all my access to force me use this faulty phone.

I requested credit issue where I will get the phone of my choice and what I deserve no answers and remember I paid my access fee now I am being sent around like headless chicken or ***. I am not behind with my payment but mtn insurance is treating me like a ***** to be served with faulty device.