MTN Insurance farce
<p>I have been an MTN customer since 1994. The service assistance has depreciated rapidly over the past few years. I have more than one account. </p> <p>A phone was ****** I found out by chance tha I was paying for insurance. To my knowledge I have never claimed before. </p> <p>I filled out the online application which assures you of a 48 hour turnaround. </p> <p>I had cancelled the service blacklisted the phone received all the codes. I had reported the theft to two Police Statiobs and obtained the Police Case Numbers. I submitted the contact Warrant Officer's personal telephone number and his details.</p> <p>On numerous occasions I tried to make contact with the insurance department telephonically to no avail. Eventually I managed to speak to some one called Gladys. She kindly informed me that MTN has NO way of processing ANY online claim forms. </p> <p> </p> <p>I then manually submitted a new claim form. I requested the supervisor's email address. I sent the claim form and ALL documentation to both Gladys and the supervisor and to the general email address. I received a reference number which I also forwarded to MTN. </p> <p> </p> <p>I received an email on Wednesday promising me that the process would be completed the same day. Two days later and still no communication. </p> <p> </p> <p>There are many complaints on this forum and in Twitter yet MTN is allowed to continue charging for a service that it cannot deliver. </p> <p> </p> <p>In in a country that is crime ridden a phone is a necessary commodity I am holding MTN responsible for the lack of services. IF anything happens because my child has not got a phone and cannot communicate I am holding MTN responsible. </p> <p> </p> <p>Furthermore NOTIFY all consumers NOT to rely on MTN with regard to insurance. </p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ: **********
Best regards,
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ: **********
Best regards,
Thank you for your response MTN.
I suggest that in order to relieve the annoyance and frustration level that you remove the online claim form platform until you are able to manage it successfully. Clearly there is an issue as the claim forms cannot be easily accessed or traced by the staff at the insurance office.
I would remove the 48 hour turnaround time as advertised in all communication received from the generic email account insurancequeries .....,
I would advertise a 14 day turnaround time.
DO NOT advertise a contact telephone number because NO ONE answers.
Within in an hour of posting my complaint in Hello Peter I received an email from the insurance department.
My claim was indeed successful. There is NO stock in SA of IPhone 6 to replace the missing phone.
Yours faithfully
Megan Carr
Thank you for your response MTN.
I suggest that in order to relieve the annoyance and frustration level that you remove the online claim form platform until you are able to manage it successfully. Clearly there is an issue as the claim forms cannot be easily accessed or traced by the staff at the insurance office.
I would remove the 48 hour turnaround time as advertised in all communication received from the generic email account insurancequeries .....,
I would advertise a 14 day turnaround time.
DO NOT advertise a contact telephone number because NO ONE answers.
Within in an hour of posting my complaint in Hello Peter I received an email from the insurance department.
My claim was indeed successful. There is NO stock in SA of IPhone 6 to replace the missing phone.
Yours faithfully
Megan Carr