I was given the wrong phone by MTN insurance

I lost my phone, an iPhone 6 64GB, on the 1st of January 2018. I followed the procedure to claim. After being given the run around my claim was approved, nearly 4 weeks after submitting a claim.

After struggling to restore my backup on the new phone I later realized that the insurer had replaced my phone with an iPhone 6 16GB instead of a 64GB. I called to advise MTN insurance of this and was told because I had opened the phone they won't be able to give me the correct phone...?????

The agent admitted that this error happened because it was logged incorrectly on their side and hence to their logistics. So why do I have to live with this and suffer for THEIR MISTAKE? They say the only thing that they can do is pay me the difference of the two phones, R500. What am I gonna do with R500?

The correct and fair thing to do is to either reduce my contract fee to the fee for an iPhone 16GB phone or give me the correct phone for the amount I am paying, otherwise this this is a breach of contract on their side. The Consumer Rights Act makes it an imp**** term of the contract that goods be as DESCRIBED, fit for purpose and of satisfactory quality.

I literally call everyday and am told the same thing "we're awaiting feedback from the supervisor", "sorry there's nothing we can do", "if you hadn't used the device we'd replace it, now we can't". This is absolute BS! You cannot tell me that as a paying customer, especially if it is through no fault of my own. You made the mistake, now fix it!

Please MTN/MTN insurance/Pinnacle Marketing, do the right thing!