Frustrated

I upgraded my phone with MTN in July 2016. Before then the previous cellphone device was a Samsung S5 which was insured through the MTN insurance. In July 2016 I took an upgrade (an iPhone 6s Plus) in which the consultant at the time (Thandiwe Ndabeni) asked me if I want to keep the insurance policy for the Samsung or cancel it and insure the iPhone instead. I then requested to insure the iPhone as I was not comfortable in leaving the store with a new device that is not insured. Following this, the consultant provided me with paperwork for the phone upgrade as well as the insurance and I signed the papers and handed them over.

On the 11th of September 2017, I put in a claim for the device and on Wednesday the 20th of September the insurance notified me that the device insured is in fact for a Samsung S5 and not the iPhone. After insisting to the insurance consultant that I did make the switch to insure the iPhone after the upgrade, she advised me to request the papers from the store which I bought the phone from as the claim was basically declined based on this issue. I spent Thursday and Friday (21-22 September) calling both the MTN stores at the Mall of the South trying to resolve this issue. I was informed by the mtn store close to Pick 'n Pay at the Mall of the South that they had no paperwork for me and they advised that I call the MTN close to Woolworths (which is the store which I went into for the upgrade). I called the store and I got disconnected after relating the issue and providing my cellphone number to the lady I was speaking to. Nothing was done in order to assist me. So I decided to go into the store on the 27th of September to address the issue in which it was confirmed that the device insured is the S5 and not the iPhone and the store has no evidence of the switch to insure the iPhone, however, the lady assisting me said she would write to metrofile to check records then get back to me. It is ridiculous that I have had to endure the following from MTN: 1. The insurance for my claim was not properly handled 2. I have had to run after MTN consultants in resolving this issue 3. I have been inconvenienced without a phone due to this claim taking so long to process based on MTNs error in not notifying the insurance company about insuring the current device.

I notified the manager at the MTN at the Mall of the South about this and he said he would be assisting me. On the 28th of September, he called me to say he would be liaising with Pinnacle Marketing in sorting out the claim and in requesting for a loan phone in the interim. I have made several follow up calls and emails to him and I have had no response. Furthermore, my complaints also extend to the amounts I have been paying on my contract which I have been trying to rectify for the longest time. When I took the insurance, the phone package was R769 and insurance about +R200. However, I have been paying R1158 and when I inquired about this I was told that it was due to a 1gig recurring data bundle which I cancelled but the R1158 amount stayed the same. Today I learnt that there were old subscriptions from the previous contract that were not removed yet I have called mtn over the phone and visited several mtn stores trying to resolve this. On 27 September 2016, I went to the Rosebank MTN store to make a payment. I queried why I am paying R1158 a month and the person assisting at the time had cancelled the subscriptions which I did not know of yet the amount I pay on a monthly basis still had not changed.

I have been patient with MTN for a long time and I am now at a point of frustration as I am being given the run around and I am at the recieving end of extremely poor service. I should not be inconvenienced in this way over MTNs inefficiency to handle my paper work, contract and insurance yet I am currently the one being made to suffer as I still do not have a phone a month after I put in my claim. I have been paying MTN insurance since 2014 and now that I need a phone no one has cared to be of assistance to me. I see no point in their insurance. I no longer know who to call or speak to as nobody is moving forward with my claim.