MTN declines my claim...

Item: MTN South Africa
Rating: 1

So I've been a customer to MTN for over 10 years now and I've had contracts with them for that period as well and I once had 4 contracts with them at once a while ago, I now only have two of which my business partner and I use for our business matters. I unfortunately had an incident earlier this year where a mate of mine knocked my phone out of my hand and my screen cracked, but I was comforted by the fact that I had insurance. I then immediately called a lady I normally deal with at the MTN Gatemax here in Durban and she then told me to call MTN insurance direct as they no longer handled insurance claims, of which I did and I got to speak to a lady by the name of Glenda who then sent me a form to fill out and resend in order for the claim to be processed. I did so, but Glenda had told me that MTN does not have loan phones, which meant if I had submitted my claim I would be phoneless for the duration whilst my phone was in for repairs of which would affect my business and family life negatively, so I campaigned to my mates to please lend me an spare phones they had lying around with smartphone capabilities as I need access to emails etc. None of them had a phone for me, my situation was dyer as my phones condition was deteriorating. I then approached a local repairs shop up the road from me here on Florida Road Durban to please loan out a phone to me so I can process my claim to MTN and I was lucky that they agreed to this, now this took me at least 3 months to get a loan phone which then allowed me to send my claim through. I write this report very angry because I received a call this weekend from a lady named Gugu(very rude at that) telling me that my claim was submitted late and I explained to Gugu the reasons why I submitted late, but she insisted that it was declined. I then asked her if I was suppose lie on my claim form about when my phone got damaged, I did not get a response when I asked that question. I also told her that nothing was ever explained to me about the change in process as well as who I was suppose to send my claim to. I told her my story and she requested that I send her proof of all this, I also asked to get recordings linked to my calls in order for us to get to the bottom of this as I cannot accept the declining of my claim. I ask MTN to reconsider my claim and approve it on the basis that; 1. the new process was never explained to me. 2. the unavailability of loan phones. 3. my honesty. 4. my loyalty to the company. 5. my lack of knowledge of who the claim was suppose to be sent to as I sent it to who sent it to me. I could write a lot more reasons here, but I won't. Please help me. Thanks.

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