********** and bad customer service

<p>Good day<br />My name is Thato Mogale. I have been with MTN for the past 17 years. On the 06th of January 2017 I went shopping in Maponya Mall. I visited Ackermans, Shoe City, Telkom and Sound City. The last time I used my phone was at Shoe City. On my way home I realised that I did not have my phone with me. I drove back to the mall and asked all the shops to show me the tapes and they did. I was advised that Shoe City doesn’t have cameras inside shop. Tried calling my phone and it did not go through.<br />On the 10th I called MTN to block my phone and Sim card. Sent an email with an affidavit and insurance claim form. I received an email from Chantel du Plessis same day advising that Pinnacle Marketing has taken over from the previous insurance company since the 05th of December 2016 and they will advise me after 3 to 5 days. By the 17th Jan I still have not received any reply. I sent emails daily and tried calling their number and it just rang. <br />On the 25th I drove from Soweto to MTN’s offices at 14th Avenue in Constantia Kloof. The lady at the reception advised that their insurance is in Cape Town and she assisted me by calling them. She got through and I spoke to one of Pinnacle Marketing’s consultant. The lady advised that they have not rep**** to me since they needed a full story and my affidavit did not provide that and I should explain what I think happened. I told her I thought I left the phone on the counter while I was paying at Shoe City since it’s the only shop I remembered taking out things in my bag and that is the last place I remembered looking at the message received from my sister. The lady told me my claim was declined as I left it on the counter and it was my fault. I told the lady she asked what I thought happened its not that im sure and she told me I was lying now and wanting to change the story because my claim was declined. I told her I am not changing my story, she asked me what I thought happened and I explained what I thought happened not what I know what happened. She told me the conversation was recorded and I said I left the phone on the counter. I thanked the lady and hung up.<br />This insurance is ripping people off. I was not advised via an email or alternative number I provided that my claim was declined. I thought the reason for me paying insurance all these years was for such instances. I will not intentionally lose my phone, peoples contacts just to claim and pay excess. The lady was rude and the service I received from both MTN and Pinnacle Marketing was appalling and disappointing.<br />Regards<br />Thato Mogale ( ********** )<br />Blocked number ********** <br ********** <p> </p> <p> </p>