MTN CLAIM

Good Day, My name is Neo Malao. I would like to believe I am an MTN valued customer however the issues i have been dealing with make me feel otherwise. I purchased a device on Jan 25/01/22 and also took a Decision to later insure the Device along with my watch that I purchased with the phone. A consultant whose name I unfortunately forgot had called me to tell me about this deal MTN has for insuring my Phone and watch. The deal was indeed a great one according to what she had told me over the phone. Long story short, I took the deal to which my understanding indicated that both Phone and watch were insured.

It was then brought to my attention at a later stage after i unfortunately lost my phone to theft that my phone was the only device insured.however the details on your insurers system suggested that i had only insured my watch which was quite bizarre to me that any human in their right state of mind would opt to insure a watch and not a phone. so i then asked a consultant whom i had been conversing with to please send me a recording of the conversation i had with the consultant i spoke to over the phone to insure my phone in the beginning to which a handful of consultants i had spoken to thereafter said they would source it for me and would be sent to me by close of business but i did not end up receiving it now as a consumer/customer not only have the services i was offered evidently Defective but the Consultant was clearly deceptive in their sales pitch over the phone. when i called to follow up on my claim it was on a number of occasions that it was brought to me that i had only insured a watch and not a phone to which i then continued to request that i please get a recording of the conversation i initialy had with the consultant who sold me the insurance to this day i have not recieved it. then Documents i had which were from my consultant at Mtn store (Campus Sqaure) showed that my GT watch was not eligible for insurance but my phone was insured now this to me is showing a clear case of incompetence not only was i sold what i did not receive but my rights as a consumer were also violated in the sense that "Calls that are recorded are for quality assurance purposes but can also be sent to me upon request". now i have had E-mails stating that my claim is being processed to E-mails stating that i need to re-submit my claims forms to which i did ample times times now.

now moving forward i finally received decent service from a Gentleman Named 'Happy Makomane' who picked up on the system error made by your very own consultant that my phone's IMEI number was registered as a watch and not a phone so not only was i inconvinienced by this entire matter i have been dealing with this issue for over a month which i was initially told the claims process takes a maximum of 14 days, i have been compliant with all the requests asked of me including a Back Bill payment which i was forced to make due to your consultants Deceptive marketing pitch. My main issue is how this issue has been handled over this time period. I have had people lodge many complaints against Mtn and their inadequate service, however I took upon a decision to rather not go by what people say and give it a chance hoping I'd have a different story to tell. I am still paying right now for a phone I don't have and for insurance I am struggling to get my claim processed with. My request at this point is to please assist with getting my claim processed and done so I can please get my phone. I don't like the idea of Ranting on social media or Hello peter about issues regarding people or their businesses.

I have submitted everything they have asked of me and paid what is supposedly due to you this far. I just ask that you match your request by giving me what is due to me. as a paying and compliant customer.

Regards

Neo.M