Insurance Claim
<p>We have been trying for the last three weeks to put in a claim for a phone which has MTN insurance. MTN has handed over their Insurance claims to Pinnacle which is horrible. First they told us that they are unable to find us on their system as MTN has not handed over all client profiles to them. The next instruction was to send through the bank statement or MTN statement indicating the debit order to MTN. This was done. Days afterwards we followed up on to be told that they require a statement which indicates MTN Insurance debit. We advised the Pinnacle agent assisting us that the insurance amount is included in the amount debited for MTN. They told us that they require the MTN statement which we dont get. We advised them that this is an old contract. But still no assistance. Since last week no one has bothered to follow up with regards to this claim. What terrible service and this will cause alot of people to change service providers. </p> <p>MTN, how can you allow a company which does not help your clients to take over a part of your company.......</p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
Complaints Management Team
Reference Number: ***9
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
Complaints Management Team
Reference Number: ***9
Good Morning Mike,
Please note that Mr Grundlingh contacted me this morning to advise that he was contacted last week Friday and advised that MTN did not update the records of this phone when it went in for the first repair. They replaced the motherboard of the phone, but due to details not being update, his policy was not found. We are getting extremly frustrated and would like this issue resolved ASAP please. Kindly advise when the phone is going to be collect, how long will the repair take and also would we be getting a replacement phone for the period of the repairs? The phone is used for work purposes.....
Good Morning Mike,
Please note that Mr Grundlingh contacted me this morning to advise that he was contacted last week Friday and advised that MTN did not update the records of this phone when it went in for the first repair. They replaced the motherboard of the phone, but due to details not being update, his policy was not found. We are getting extremly frustrated and would like this issue resolved ASAP please. Kindly advise when the phone is going to be collect, how long will the repair take and also would we be getting a replacement phone for the period of the repairs? The phone is used for work purposes.....
Hi Mike,
Please know that i am still getting messed around with this claim. I am trying to contact MTN Claims on ********** 084 but still holding. I contact Chanel Du Plessis from Pinnacle she is the claims supervisor, and she was unable to assist me. Instead of getting the person running with our claim to contact me, she gave me someone's email address which i need to email regarding this claim. She gave me the email address, because then they can use the excuse again that the never received the email. I MEAN REALLY, NO CUSTOMER SERVICE AT ALL. We are now entering week 4 and i am betting you that Pinnacle or MTN will then advise the claim can’t be processed. This is the worst service i have ever recieved.
Hi Mike,
Please know that i am still getting messed around with this claim. I am trying to contact MTN Claims on ********** 084 but still holding. I contact Chanel Du Plessis from Pinnacle she is the claims supervisor, and she was unable to assist me. Instead of getting the person running with our claim to contact me, she gave me someone's email address which i need to email regarding this claim. She gave me the email address, because then they can use the excuse again that the never received the email. I MEAN REALLY, NO CUSTOMER SERVICE AT ALL. We are now entering week 4 and i am betting you that Pinnacle or MTN will then advise the claim can’t be processed. This is the worst service i have ever recieved.
Hi Mike,
I am done with dealing with MTN / Pinnacle and now a new company Monitor. I have never recieved such terrible service. Now they dont want to put through our claim and we have been paying for insurance from the start. I mean really, dont care about the client just their money.
Hi Mike,
I am done with dealing with MTN / Pinnacle and now a new company Monitor. I have never recieved such terrible service. Now they dont want to put through our claim and we have been paying for insurance from the start. I mean really, dont care about the client just their money.