Mis information on Router insurance

I signed up for MTN’s home internet service and received a router, which I was pleased to find easy to set up. Within a couple of days, I attempted to insure the router via the MTN App. However, the specific model of the router was not listed among the insurable devices. I then contacted the MTN call center and was informed by an agent that MTN does not offer insurance for routers. Based on this information, I did not pursue insurance further. Unfortunately, my home was broken into a few days later and the router was ******. When I contacted MTN to block the SIM and device, I was informed that MTN does in fact offer insurance for routers, and that I had been misinformed by the agent. This conflicting information has caused me significant inconvenience and financial loss. I made every reasonable effort to insure the device, and it is not my fault that:

The router model was not listed on the MTN App. I was provided with incorrect information by MTN’s own support staff.

Had I been correctly informed, my device would have been covered under MTN’s insurance policy. I am now being asked to replace the router at my own cost in order to continue using the service, despite the fact that MTN’s internal error directly prevented me from securing coverage. I respectfully request that MTN acknowledge this mistake and provide a replacement router at no cost. I believe this is a fair resolution given the circumstances and the misinformation I received. MTN must accept responsibility for their miscommunication and replace my router.

Mervin Govender ***