Lack of transparency. No feedback. Long turnaround times. Deception.

On 22/04/2023 I got ****** of my iPhone. I immediately went to the MTN store and advised and asked them to block the phone and asked about claiming for a new phone. I got an affidavit and submitted and was advised that I the process should take a maximum of two weeks.

I waited for communication which I was advised would be sent via email. On 10/05/2023 of May I went to store to advise that I had received no communication and wanted to find out the progress of the claim. I was advised that no communication received on their side and that they would escalate on this matter and get back to me. After still receiving nothing I went to store again 17/05/2023 to find out about the progress of my claim and also to advise that my cellphone was still being used as my contacts had advised my husband that they had been receiving messages from "me" borrowing money.

I was advised that the matter had been escalated again on that morning. But also in the same breath was forwarded an email from the 11th of May advising that my claim had been received.

I then asked them what could be a possible reason for my claim being declined and was advised that it would be non usage of the sim card that I received with the phone. I asked them how this could be as it is not the sim card that is insured but the phone itself. I was also not advised when taking up the insurance that this would be a requirement. I was never sold the insurance. I took it up on my own accord because of the amount of the cell phone.

This process has taken so long and not once was I advised of anything until I had to follow up multiple times. mot once did I even use the sim card in question. Had i known that I had to then I would have used it from the get go and I would b=not have even taken up the insurance.

MTN is misleading and not transparent to its clients.