MTN Insurance Claim

<p>Ok, where do I start...This has been absolute nightmare!</p> <p> </p> <p>Before I go any further let me first say that I have been a (mostly happy) MTN customer for about 9 years and have had device insurance for about 8 years if I'm correct. This is my first claim.</p> <p> </p> <p>On 11 April I logged an insurance claim on MTN's website for my damaged phone. (https://www.mtn.co.za/everyday_services/useful_extras/Pages/Insurance.aspx)</p> <p>On the website it says - "Now you can apply for insurance, submit a claim and cancel insurance online without the hassle of all the paper work." What a lie that turned out to be!</p> <p> </p> <p>About a week later I received an automated email saying that "Due to a temporary issue that we are addressing, our current turnaround time is unfortunately up to 5 days, our sincere apologies for the inconvenience." I waited another 2 weeks before replying to this email to ask if there was any updated. I received no reply at all.</p> <p> </p> <p>I then tried to call the insurance line, but after waiting on the line for over 30mins the call was disconnected. This has happened on at least 3 occassions. To this day I have never been able to get through to the insurance dept.</p> <p> </p> <p>Since I was unable to get into contact with an insurance representative either telephonically or via email, I decided to resort to Twitter. I had a number of interactions with MTN on twitter, I have attached a screenshot of these messages. Each time I was given a generic apology and assurance that my complaint was being attended to.</p> <p> </p> <p>On the 26 May I was contacted by Lezandre Adams to arrange for collection of my phone to be repaired. I asked her what the turnaround time was for repair and if I would be given a loan phone as stipulated on the MTN website. She said that the turnaround time for repair was 3 weeks and that I they did not have loan phones available. I find this unacceptable! How can they expect me to be without an essential device for 3 weeks and not provide a replacement in the meantime?? And this for a service I have been paying for for 8 years!</p> <p> </p> <p>I was then told that a phone would be available the following week but have not heard back since.</p> <p> </p> <p>It has now been a total of 2 months since I logged my insurance claim. My phone is still damaged. No one at MTN seems interested in my complaint. I'm absolutely appalled by the lack of service and will never recommend MTN to anyone. In fact I will make a point of sharing this horror story with anyone who will listen.</p> <p> </p> <p>All I am asking for is the delivery of the service which I have paid for. </p> <p> </p>