MTN

I took insurance with MTN about more than 3 years ago insuring my Huawei P20 lite phone on my *** contract number, when I upgraded my phone to a Samsung S20+ phone using my *** number I contacted MTN advising then that I have upgraded my phone which means the insured number that was being used on the Huawei will now be used in another device which is the Samsung S20+, I advise them to change the insured number to *** (they can verify this by going through their phone recordings). I called them to make the update on the number because I did not want any issues when I want to claim for the Huawei should it get Damaged or Lost.

The phone is now damaged, I submitted a claim for the phone to be fixed while it's using the *** number that MTN was supposed to update, I did not receive feedback on the claim so I called in. The Agent I spoke with could not pick up the phone number I provided which was supposed to be on the system, I was advised the number that is insured is ***, I advised the Agent that my Samsung is not insured, my Huawei is. She told me yes the Huawei is insured with the *** number. I asked her but why wasn't it updated as I requested it to be updated and she could not answer me. I told her the documents I sent for the claim has the *** number since I requested for that number to be insured, will that not cause confusion and make my claim to be declined she said no.

I received an email and message this week stating that my claim was denied exactly how I suspected it. This is not the first time I have an issue with MTN and not doing what I request when I call to update my details and puts me in this position.

I am still sitting with a broken phone that I have been paying an insurance cover for.

All they keep on saying is that they don't understand what my complaint is about, total ****s.

To think I gave them another chance after what they did before.