MTN insurance

Hi my name is Mangi

I have been with MTN contract for years and never took their insurance but this time around I thought let me try it and it was the worst decision ever.

I lost my cell phone on the 7th Nov 2019 and my claim was logged on the 12th due to I have been sending them the documents but they said they never got. Once that was done I had to wait for 2 months to get my cell phone I had to call and demand to speak with the managers but they could not put me through because they are busy. After fighting with them I then got hold of a stupit useless supervisor by the name of Charmaine Mnguni who didn't help with anything, I had to call her every week to check the status of my claim but I was told she was busy the whole time, sent her emails that she never responded.

I had to fight and swear for them to actually escalate the matter further and I am not like that at all I never swear but they pushed me to that point. I demanded to speak to the Complaints Manager by the name of Terence Purves. I was given an email address and I sent him a long email complaining to him and he took his precious time to reply to me and when I told him not to bother anymore that's when he called me. It was a surprise to him that I don't have my cell phone as yet he thought Charmaine handled the matter the same one who was always busy when I called her and never rep**** to any of my emails. I then got my cell phone on the 18th Dec 2019 and I asked them to cancel the insurance.

Month end of Dec 2019 my bank account was debited and I thought it was okay because I canceled the insurance during the month but then again it was taken from my account in January 2020 I sent both Charmaine and Terence an email on the 1st Feb asking them to check it out and cancel the debit order, Terence rep**** on the 3rd saying he will revert back to me till today 10th Feb he has never done anything. I then had to call the insurance today and asked if the insurance is canceled or not and the lady said it was canceled on the 17th Dec 2019 and ask them to send then an email and cc me the lady did that I'm just waiting for him to see if they will reply.

All I need from them is to cancel the debit order PLEASE I don't want a refund because I know it will take decades for them to do it just cancel it.