********** AND MISLEADING

On the 2st November 2020 my house caught fire, I lost everything including my 2 Huawei Devices (P 10 & P 8 Lit) and an HP Laptop. Fortunately, all three are insured with MTN even the sim card as I have a contract with them. I claimed for everything a day if not 2 – 3 days after the incident & bought a new sim card for R150. First ever problem I got with MTN Insurance was with the OB number was incorrect or incomplete, was forced by their consultant to go back to the Police Station again and did like I was advised. remember I just lost everything I have no cell phone no money I am even unemployed, but I was lucky to recognise the Officer that assisted and told him what I was told, to him it was new he asked for the BO files and it was taken to us to my surprise it was exactly the same on the claim form. The Officer advised me to notify them to call the Gugulethu SAPS & confirm the number with them rather than sending me up and down. I called again to notify them that the number is correct and I was told otherwise and I will be investigated ill receive a call back. After 3days of no response I called back was told that it was investigated and its now correct however now the P8 LIT shows no active sim. I explained that I did an upgrade so the 084 number was used on 2 phones. MTN Insurance told me to get proof from MTN that it was an upgrade, told the consultant I can’t as I don’t have money to go to Claremont they can call in as I am giving them full authorisation to request the upgrade information. Was even told that my sim card is not insured whereas I’m paying R3 pm for sim insurance and last year January when I claimed I was also payed back the R150 so this came as a surprise to me. A week later I received an SMS and email to say i need to pay for 3 access fees. 26 January 2021 I payed the 3 payments and did a follow up like I always do because all the call backs that are promised even by their team leaders never happen. The following day was called and told that they can offer me a Huawei P20 LIT for the P10 and Y7P for the P8 LIT, I immediately disputed that because of the insured value of the P10 & the value of the P20 LIT. The consultant that I was talking to notified me that the value of my device is R5000 this came as a surprise as this was not my first claim with them. I disputed that and they asked for proof of what I was talking about whereas every month they receive R205 for the insurance of the device. A few days later I called to check about the amendments that they need to make and I was told its now sorted they’ll call and give me an option of phones to choose from or they’ll see which phones they have that are the same value. Called in a day or 2days later to check like I always do, only 1 option was given of a SAMSUNG 10 lit I than searched the price and features of device on the internet it was R9999.99, went as far as going to MTN store for a catalogue and value of the phone and with them it was R10 599+- but not more than R10 000. this feels like I’m being ****** brood day light. Saturday I called spoke to Katlego which she said the value of the phones are way too high and was too low than the one I had and I do not want the Samsung. I asked if my P10is not available than aren’t the options that I can choose from she said NO, she said she can’t make an offers however later on during the call she made one and it was shocking because she said she can lose her job but she chooses to do so and not to. She offered me an iPhone se of R10 000 but she couldn’t make an offers. The consultant gave too much of false information and was even more rude than anyone rude sarcastic consultant I ever spoke to from MTN. No call back was even received from the Team leader as I was promised a call this morning at 9am. I’m so angry at this ********** and would like your senior to even listen to all the calls you tell us your recording!!!!!!!!!!!