MTN insurance a ****

1. When i upgraded from P30 Huawei to iPhone 11 in Jan 2021, my insurance details were never updated with yhe insurance. To date their records show ive insured a Huawei. Mtn call centre blames the store for not updating insurance with iPhone details. Mtn Maponya mall store blames me and highlight its my responsibility to update the insurance ehen upgrading. But where does MTN disclose that condition? 2. Now my iPhone 11 got snatched/****** on the 12th of November 2022, and i battled from the 12th of November 2022 to 30th of November 2022 just to blacklist and whitelist the phone do I can have the ITC number to enable me to do an OB report. Mtn's excuse was that their systems are not able to blacklist or whitelist any phone due to Transunion being down. Was told by customer service to go in store and do a manual blacklisting which at the store i was told they also can't blacklist. 3. I finally submitted my claim and all required docs on the 05th of December 2022, just a few days before the 30 days of forfeiting a claim almost came. 4. Now as of today i have called mtn a nillion times sbout the status of the claim but im not winning. They 1st asked for the iPhone upgrade contract do they can backdate the insurance premiums i was paying since they only see a Huawei P30 insured. I went to Mtn Maponya again to ask for the upgrade contract and i was told in store that all contracts for 2021 were already archived and i must get the contract from MTN customer service line 083 135. Then i had to start fighting ehen calling custoner service for my upgrade contract. I told them they debit my account R907 per month but have no contract on file for it? Mtn is ****. Once i started fighting i got helped with only a screenshot of the upgrade contract details. Now i submitted that screenshot to the mtn nsurance only by the 21st of December 2022. No one responded until i called in yesterday and guess what they hadnt ebwn gotten to my mail. The agent from mtn insurance told me they had +/-2300 emails therefore at some point they were gonna get to my email. Imagine. So theres a huge backlog. So im wondering if this a **** by mtn, having us pay a whole months premium of the pbine and insurance but the claim is not even approved after a month of losing a phone. Basically im paying for a device i dont have and my claim was only sent to the assessnent deoattmemt yesterday on yhe 29th of December 2022. After calling yesterdsy, snd reminding them to check the email i sent on the 21st, only then imy claim could go to the next stage snd mind you its still beung assessed not approved. 😖 So i ask the mtn insurance agent eho helped me yesterday to indicate how long the assessment of the claim will take, he says could be after a day or do. I ask him if this eill be communicated eithvme or not, he tells me to call in and check gor myself 😳 So since i submitted my claim on the 05th of December 2022, no one has called me about the progress of the claim and the only thing they do is email me to send ID number and the insured number but my ID number is ob the subject line of their email requesting for the very same ID number and attached in ny claim is ID copy, screenshot of the upgrade contract reflecting the number insured. Even yesterday they sent the same email still requesting ID number and number insured. 😖 Ive had a claim with Cell C a while ago snd thought Cell C was *********** but atleast i had my device within 2 weeks. Mtn has failed me so much.

I will not recommend anyone i care for to use Mtn insurance, you pay for a device you don't have when you have taken insurance to prevent exactly that 😪😔🤞 Now im also trying to conversate with them on their Facebook page snd am close to going to their head office.

Mtn must sort this out, either they are short staffed or just have no service delivery objective.

👎👎👎👎 RUN