MTN contract

My Name is Sibusiso Nkabinde ID: *** Phone number: *** MTN *** ***

Story begins like this in 2019 September 17, I upgraded my phone to a Note 10, at some point during that month I called them to ask if the insurance I have with them will it cover the new device And I was told it will automatically be moved to the new device as i have upgraded to a new phone. And it happened that I lost my phone (Noe 10) that was insured with their insurance. Then I follow their procedure for claims And log my claim with MTN insurance but get told that they're still covering the old phone an S8+. The insurance tells me this type of things happen But to fix i have to call MTN ask for the Pickup documents as they call them. I then proceed to log a call with MTN asking for the Pickup document for the insurance Then get told that they will have to listen to call recordings to prove that I called in to ask that the insurance be moved to the new phone.

it has been over 2 months waiting for the call recordings to be listened to and get feedback from them, below is the to ref I logged with MTN ******1 I have call in countless time trying to get feedback an escalating the call but am still without a phone till today.