Horrible Service

I initially registered a claim on May 30th regarding my broken phone. After patiently waiting for over a month, on July 3rd, I received feedback that my claim had been rejected. The reason provided was that, "upon investigation, it was found that the MTN SIM card was not in use in the insured device at the time of damage." This came as a shock to me, as I had been using both the SIM card and the device consistently since 2021.

Given the severity of the situation and the unexpected denial, I felt compelled to investigate the matter on my own. I visited an MTN store to obtain a detailed usage history of my SIM card. The records confirmed that I had been using the correct SIM card in the insured device without interruption. This evidence clearly contradicted the claim's rejection rationale, indicating that the investigation conducted by MTN was either insufficient or flawed. This lack of thoroughness in their investigation is deeply concerning and, frankly, unprofessional.

Upon presenting this evidence, MTN decided to overturn their initial decision and validate my claim. While this resolution acknowledged the validity of my claim, the service I received thereafter has been nothing short of disappointing. It has now been over three months since I first lodged the claim, and I am still waiting for MTN to collect my device. Despite their acknowledgment of the error, there has been no further progress or communication regarding the collection or repair of my phone.

This prolonged delay and the lack of clear communication from MTN have left me extremely dissatisfied with the overall service. I am left in the dark, unsure of when or if my device will be collected and returned. This experience has not only caused significant inconvenience but has also eroded my trust in MTN’s ability to handle such matters with the professionalism and urgency they deserve.