MTN insurance claims- extremely poor service

My phone was ****** during the festive season, and I immediately followed the correct procedure to submit an insurance claim with all the required documents. MTN Polokwane advised me that the IMEI had been blocked and told me to remain in contact with the insurance claims department.

Since then, I have received nothing but inconsistent and contradictory information. Every time I contact the claims department, I am told a different story. Initially, I was instructed to block the second IMEI. When I contacted MTN, they advised that they could not locate it. I was then informed that MTN would block it on my behalf and that I should follow up with the insurance department regarding my claim.

Despite doing this consistently, I was later told that my claim cannot proceed because the IMEI is “still not blacklisted,” something I was previously informed had already been done. I am now being asked to provide proof of blacklisting, even though this process was supposedly handled by MTN.

This entire experience has been frustrating, exhausting, and highly unprofessional. I am still being debited for insurance while my claim remains unresolved. I am requesting immediate resolution of this matter and a halt on all debit orders until the issue is resolved. Failure to do so will leave me with no option but to escalate this matter to the Ombudsman and the National Consumer Commission (NCC).