*********** INSURANCE DEPARTMENT- NO PHONE AFTER 2 MONTHS

<p>Phone's screen (Samsung Galaxy S6) got cracked about 3 months ago, was told by MTN store rep to go to Samsung. Samsung says it will cost over R3000 to fix phone. Took phone back to MTN so it can be repaired by MTN insurance as I am PAYING for the cover.</p> <p>Took OVER FOUR WEEKS for my phone to get picked up, which would have been a lot more if I did not have to blow a gasket at your staff members. Keep in mind MTN insurance also initially REFUSED to give me a loan phone after all this wait; a service which is advertised as part of the perks of using MTN insurance. <br />When I finally get a loan phone, it was a phone that is TWO GENERATIONS older than my contract phone. According to MTN Insurance's loan phone policy, loan phone are to be exact models of the phone being repaired. To make matters worse, I was given a phone with a CRACKED camera lens! Seeing that I was about to embark on a travels outside the city, I grudgingly took the loan phone with the hopes (read: pipe dream) that I would not be in possession of it for long.</p> <p>After ANOTHER 2 weeks of no feedback/response on the status of my repair, I finally get an email asking me to pay an excess (on the 30th of June). I paid promptly and eagerly awaited my phone repaired/replaced; no suck luck (no surprise there)</p> <p>Now it has been ANOTHER two weeks since excess payment, I called the MTN insurance department at ********** but calls to that number is NEVER picked up (and has never been picked up during the course of getting my phone repaired).<br />I called MTN insurance courier company at ********** and I am being told they have no way of contacting MTN insurance to get feedback and only wait for the dispatch order from MTN.<br />So currently, I have no way of getting feedback on my phone repair status, NONE of your staff members or departments have no clue on what's going on and I am left in limbo. Does the MTN insurance department even exist?? Why provide a service when you have FAILED time and time again to fulfill service promises made to your customers? Just another money making ****?? Based on the other complaints here on HelloPeter, it is very evident that your insurance department is very ***********.</p> <p>2 DEBIT ORDERS have been taken off my account during this ordeal for a phone that I am not using. So I am basically paying a phone that I do not own nor can use. Can MTN insurance justify how this is acceptable? This is plain ******ion/theft! I would have MTN's Debt/Legal team hounding if if these roles were to be reversed!<br />As from today henceforth, I will have ALL future MTN debit orders blocked unless my phone is delivered to me in WORKING condition before the next billing date. LEGAL ACTION will be considered against this company if I am still without a phone by the beginning of the next billing cycle.</p> <p>I am EXTREMELY disappointed in this utter mess of service from MTN Insurance, MTN cannot provide basic services to paying customers yet they are quick to increase tariffs and bill customers.</p> <p>I would like to get status on my phone with a DEFINITE date at which my new/repaired phone will be delivered to my address.</p> <p>Claim Reference Number: ********** 61</p>