Insurance Nightmare

I am truly shocked by the poor serviced received, and the lack of accountability by MTN. I completed an upgrade with MTN on the 4th of January 2017, my then iPhone 6 was upgraded to an iPhone 7. The consultant that assisted me at the MTN Stone Towers branch confirmed that he would be moving my insurance from the iPhone 6 to the iPhone 7 as per the upgrade (which made obvious sense). He provided me with the new payment package (which included the monthly combined cost for the phone cost and the insurance premium).

I had recently dropped my phone and cracked my screen, a claim was put through to have the screen repaired. To my surprise the claim was rejected due to the fact on the MTN systems my iPhone 7 was not insured. The insurance consultant advised me that on their systems it stated that the iPhone 6 (which I do not use) was insured instead.

They had requested a copy of the upgrade agreement and the insurance policy. The same documents which they should have saved on file. I then contacted MTN customer care to request the required documents. I was told by an MTN consultant that they did not have a soft copy on their systems and that I would have to go to the branch which I did the upgrade (in the Eastern Cape) and asked them to ask Metro file for a copy of the upgrade agreement.

I have been back and forth and yet still have not received the required upgrade agreement. MTN has refused to fix my screen even though they have confirmed that they are able to view that for the for the past 24 months a monthly debit order goes has been going off my account to settle the phone and the insurance premium that which never put in place by one of their consultants.

All in all, this means that I have been misled by the MTN and that I have been paying for a product that was never provided to me. MTN must either fix the cracked screen or have my monthly premiums reimbursed for the past 24 months. I am due for an upgrade, if they are unable to assist with my request, I will terminate my contract and take up another contract with a different service provider. Dealing with MTN over the past month has been an absolute nightmare.