MTN ATROCIOUS SERVICE

My phone was ******. When my phone was upgraded and, according to the insurance agency, it was never added to the policy but I have been paying insurance for over five years. Guard risk is who MTN uses for their insurance. On our contract they asked if we wanted insurance. We said yes but now they tell us that they can't find the contract where I said that, they don't keep the contracts I was told. They never give you a copy of the contract. We requested a policy schedule and they didn't give us that either. I was under the impression that contracts need to be kept for at least 5 years and this was handled in November 2016. When we call the call center, you don't get any response. Everyone tells you that they will help you but you don't hear from them ever again. You get redirected the whole time. If you phone them they tell you that someone will call you back but that never happens. When you do speak to someone they tell you that it is not their department and they can't help you. We want to see what the contract says but no-one knows where it is. We went to the Ombudsman and they gave us 14 days to get this information together and we have been trying for more than 2 months. My phones was ****** in June. Guard risk insurance gave us attitude and said that it's not their responsibility so who am I supposed to get this information from?

I want a new phone from the insurance of which I have been diligently paying my premiums.

I spoke to Sepoghso and she told us to speak to Ashleen. We phoned her and she said she would phone us back. We are still waiting and I can't get this resolved.