Insurance claim day 17

Item: MTN South Africa
Rating: 1
Author: BRAD H

MTN - I have have been loyal faithful and an above average subcriber.... I finally have a bitter taste in my mouth My service provider MTN Has been messing me around for 17days in regards to insurance claim. since the 20/06/2016 till 06/07/2016 it took me 12 days to get my phone after i was acused of being in arrears or R980.00 which i paid within 10 minutes of the request knowing im not in arrears but paying the amount to speed up my phone being replaced 10 minutes after paying R980.00 on the 29/06/2016 i got all my statements to prove that i have been paying insurance and that there has been a mistake on my invoice dated 13/06/2016. This proves that MTN did not investigate before accusing me of not paying the person who assisted me Bridget Makongoza from the insurance department did not investigate after i advised her i did pay insurance. this is the worste service i have ever experinced in my entire life . Bridget Makongoza, I sent you all this info after i paid proving to you that i dont owe money to mtn you ignored that mail which i sent on the 29/07/2016 Alice Van Der Merwe, seems to not understand the query after multipal emails back and fourth. She has been CC' in 90% of the emails sent to MTN and i guess the dont care attuide from MTN rubs off on their staff. * I understand that i am just a number in a global corparations eyes, I can take my my business else where as MTN would not care they have enough people spending on their network. I have spoken to agents , superviosrs .. below is just a few emails in regards to this query. I will be posting this on HELLO PETER EVERYDAY TILL MY MONEY IS IN MY BANK ACCOUNT I HAVE RESPECTED YOUR 5 working day turn around time. So now respect my i dont give a **** about your issues i want my money Sent: Thursday, 30 June 2016 16:07 To: ********** /> Cc: Alice van der Merwe [ MTN South Africa ] ********** /> Subject: FW: REFUND Importance: High Hi, Sakhile Hope this mail finds you well Please see attached as per our telephonic discussion From: Brad Harris ********** Sent: Monday, 04 July 2016 15:24 To: ********** /> Subject: FW: REFUND Importance: High Please see below From: Brad Harris ********** Sent: Monday, 04 July 2016 13:37 To: ********** /> Cc: Alice van der Merwe [ MTN South Africa ] ********** ********** ********** /> Subject: FW: REFUND Importance: High Hi, Kelly MTN advised that I did not pay insurance for on my phone since novemeber 2015 however my invoices show I did the only month that there was no insurance charge was 13/06/2015. Inorder for my claim to be accepted I needed to pay R 980.00 as I was told im in arrears WHICH I WASN’T I paid the R 980.00 to MTN knowing that information about me not paying was false. I would like my R 980.00 paid into my FNB bank accout .. by tomorrow 5/07/2016 as its was your system error. I have been requesting this refund since 29/06/2016 Please see below. From: Brad Harris ********** /> Sent: Wednesday, 06 July 2016 09:00 To: ********** ********** Alice van der Merwe [ MTN South Africa ] ********** ********** ********** ********** ********** Handset Insurance [ MTN Resources ********** /> Cc: ********** /> Subject: FW: REFUND- ********** 48 Please see below.. Good day Mr Harris, Thank you for your request. ********** 48: Kindly be advised that the charges for the insurance fee has not been added on the invoices, however the debit order was more than the invoice balance, meaning that you have paid for the insurance service. The insurance fee will reflect on the next MTN invoice. The insurance department will request the refund to the bank account. I have sent the request to them to finalized this for you. Kind Regards, Alice Van Der Merwe Consumer Post Paid Call Centre Agent ********** Evelyn Monama [ MTN South Africa ********** /> 4 Jul (2 days ago) to me Good day, Please find your reference number attached above and read bellow and see if all is in order. REF NO: ********** 13 Top of Form Bottom of Form Regards, Itumeleng Monareng. From: Evelyn Monama [ MTN South Africa ] Sent: Monday, July 4, 2016 4:00 PM To: Insurance Queries Subject: REFUND ESCALATION REQUEST: ********** 48 Good day, Customer name: Mr Brad Maxwell Harris Cell: ********** 48 Account no: A ********** ********** Documents received via e-mail, proof of payment of R 980 and the statement proving the Insurance is R 122.81 customer did make a deposit for amount that was stated he owed and all these documents have been attached. Customer has been taken from pillar to post and has not gotten assisted. He has sent all the relevent documents to prove his case and the charges and would like the matter to be resolved by the 6th. He would like to cancel the Insurance effective from 2016/07/31 Good day please assist customer with Cancelling his Insurance on this number as per REQ: ********** and REQ: ********** and refunding him on the R 980 to his bank as account as follows: Bank: FNB Type: Cheque Account no:########9837 Branch code:251141 Amount: R 980 Customer has been trying to contact the Insurance Department via e-mail and by calling but cant get through. Please call customer back or communicate via e-mail as stated above Regards, Itumeleng Monareng From: Brad Harris ********** /> Sent: Monday, 04 July 2016 01:37 PM To: Kelly Marais [ MTN South Africa ] Cc: Alice van der Merwe [ MTN South Africa ]; Sakhile Qeqe [ MTN South Africa ]; Insurance Queries Subject: FW: REFUND Importance: High Hi, Kelly MTN advised that I did not pay insurance for on my phone since novemeber 2015 however my invoices show I did the only month that there was no insurance charge was 13/06/2015. Inorder for my claim to be accepted I needed to pay R 980.00 as I was told im in arrears WHICH I WASN’T I paid the R 980.00 to MTN knowing that information about me not paying was false. I would like my R 980.00 paid into my FNB bank accout .. by tomorrow 5/07/2016 as its was your system error. I have been requesting this refund since 29/06/2016 Please see below. From: Brad Harris ********** /> Sent: Thursday, 30 June 2016 16:07 To: ********** /> Cc: Alice van der Merwe [ MTN South Africa ] ********** /> Subject: FW: REFUND Importance: High Hi, Sakhile Hope this mail finds you well Please see attached as per our telephonic discussion From: Brad Harris ********** /> Sent: Thursday, 30 June 2016 09:13 To: Alice van der Merwe [ MTN South Africa ] ********** /> Subject: RE: MTN Insurance Claim Notification - ARREAR PREMIUM - ********** 748 Mr Brad Maxwell Harris [# ********** 0] Hi, Alice Please see attached there is insurance on the bills all accept 06/2016 From: Alice van der Merwe [ MTN South Africa ] ********** /> Sent: Thursday, 30 June 2016 09:09 To: Brad Harris ********** /> Subject: RE: MTN Insurance Claim Notification - ARREAR PREMIUM - ********** 748 Mr Brad Maxwell Harris [# ********** 0] Good day Mr Harris, Thank you for the payment. ********** 48: Please be advised that as per the system the account has not been billed for insurance, as per the system the insurance has only been activated this month on the account. The charges for the broadband service added on the sim card this charges is not for insurance but for data purchase. I have forward the proof to the insurance department for further feedback. Kind Regards, Alice Van Der Merwe Consumer Post Paid Call Centre Agent ********** From: Brad Harris ********** /> Sent: Wednesday, 29 June 2016 11:33 AM To: Insurance Queries; Alice van der Merwe [ MTN South Africa ]; Handset Insurance [ MTN Resources ]; Insurance Queries; Dimakatso Rachele [ MTN South Africa ]; Lebogang Raseala [ MTN South Africa ] Cc: ********** /> Subject: RE: MTN Insurance Claim Notification - ARREAR PREMIUM - ********** 748 Mr Brad Maxwell Harris [# ********** 0] Importance: High Good day, MTN I hope this mail finds you well. I just paid you R 980.00 that you said I’m in arrears with. Insurance wasn’t on my bill this month but the charge was there under broad band data which cost 140 and not 120. here’s my proof that I been paying insurance kindly send my money back as fast as I sent you your money. From: Brad Harris ********** /> Sent: Wednesday, 29 June 2016 10:45 To: ********** ********** Handset Insurance [ MTN Resources ********** ********** ********** /> Cc: ********** /> Subject: RE: MTN Insurance Claim Notification - ARREAR PREMIUM - ********** 748 Mr Brad Maxwell Harris [# ********** 0] Please see POP From: Insurance Queries ********** /> Sent: Wednesday, 29 June 2016 10:35 To: ********** /> Subject: MTN Insurance Claim Notification - ARREAR PREMIUM - ********** 748 Mr Brad Maxwell Harris [# ********** 0] Good day Please find the attached MTN Insurance Claim Notification letter. Double click on the attached PDF document to view the details. If you do not have a PDF viewer, you can download it free of charge by clicking here. Should you have any queries, please refer to medium of writing to email address ********** “Kind Regards MTN Insurance” “MTN PTY (Ltd) is an Authorized Financial Service Provider underwritten by Guardrisk Insurance, FSP License Number: 44774” --------------------------MTN i'm still waiting for my response on my previous complaint -------------------------------

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