mtn broke my phone

<p>I upgraded my cellphone contracts on the 1/06/2015 at the Woodmead MTN branch. I was helped by a lady by the name of Constance Pandelani who assisted me with the whole upgrade story . At the time she forgot to ask me whether or not I wanted to have insurance on the new devices , I then took it upon myself to ask her if she was going to offer me insurance seeing that I was purchasing new devices . She then followed my question by saying she would update it for me as I had requested. I then left the store clearly knowing everything had been done as she said she would do so. This year one of my iPhone 6's was refusing to pick up a network , that was the only problem it had . It would pick up a network and then lose signal either showing "no sim" or " no service" to my knowledge my iPhone was still within the warranty period therefore I decided to take it in to the walk on repair Centre at Midrand , clearly this was a "technical fault " , I then took it in working just with the network problem . After dropping it off and signing a number of forms , I left it for assessment . A few days later I received a text from MTN that my phone could not be repaired and therefore I should pay 6000 and some odd rand for a replacement as it was "water damaged " , once again my phone was working perfectly fine with wifi and nothing was wrong except for a network signal issue . I then called the call center to find out what was wrong and what I would be expected to do, I was assisted by a call Centre agent stating that if I have insurance I could claim, to my knowledge of which I did . I then called my Insurer with full knowledge that I can claim for my somewhat non functioning device of which I did . Within an hour I had filled in my insurance claim form with 24hr mobility and sent them back so that I could get a new device. A few days later I received a call letting me know that I could not claim for my iPhone 6 as it was not insured and that the phone they had on record of which I had been paying insurance for a full year my iPhone 5 of which had been laying in my cupboard for almost a year since my upgrade . This whole time I had been paying insurance for devices that are not in use !!! Clearly not my mistake but the store consultants mistake or omission . Long story short I called the store and asked to speak to the manager as this was not my error and the store should take responsibility for such a horrible error , on multiple occassions there was no one I could speak to at the branch with the power to assist me ,no manager , no 2nd in charge , no one!!! In turn I was only told that the manager was always busy on the floor helping , not sure what I was meant to do . I then spoke to someone else in the store who told me that Constance had conveniently left MTN and they could not help me since she was to blame for this mistake . As an agitated client with all these stories not wanting to make a fuss I left the store alone as I was always given the run around and told I was to update my own insurance details , as if I had the knowledge and system to do it . Why not let the clients know about this if this is your policy according to your excellenct customer service guidelines. I decided to leave this horrible after sales service alone and collect my phone because as i did not want to cause a fuss anymore , I went back to the repair center and asked to collect my phone as I had left it , according my knowledge I had left it working and I could still use it over wifi , or maybe I could take it to iFix for repairs . I paid a whole R330 to pick up my phone only to find that it did not switch on anymore , this time I was told anything can happen from the repair Centre desk to the technicians and so I need to basically deal with it . I am not sure what to do with MTN if this is the service I get . I have a completely broken device , that I have to pay for every single month yet MTN as a whole has failed to assist me as a client by blaming me for their representatives failures to follow policy . MTN I am not pleased , please advise further!!!!</p>