Frustrating Experience with MTN Repair Process and Insurance Claim

I'm extreme disappointment with the service I received at the MTN Boulders store regarding the repair of my phone. When I first booked my phone in for repair, I had to wait half a day because the consultant was unsure how to process the booking. The issue was with the battery, my phone was incorrectly sent to FX Cellular, which then provided me with a repair quotation.

When I attempted to claim the repair costs through MTN Insurance, I was informed that I need to collect the phone from the FX repair center and pay R250 for their assessment. I called Boulders MTN Store and the consultant named Siphiwe Maseko was very rude to me. She clearly made it my problem. I do not understand why I am being asked to pay this fee when I have insurance, and MTN was the one who sent the phone to FX Cellular without proper handling. I have already paid the 5% access fee for the insurance, why I have to pay collection fee of R250?

This situation has been extremely frustrating, and it has now been almost a month without my phone. I expect MTN to refund the R250 and to ensure that the repair is processed correctly through my insurance.

Please address this matter as soon as possible.

My email address: ***