MTN Insurance for a contract phone

<p>I have been a loyal MTN customer, i have never missed a payment for my contract phone or for my insurance cover. </p> <p> </p> <p>My phone got ****** on 3 December 2016. At the time the phone which was ****** was a contract phone which i got through MTN and i insured it with MTN Insurance for the phone and the simcard. I went to the MTN store at mall at reds on 4 December to submit my insurance cliam. I submited all the required documents. On the 5th of December i called MTN insurance to check whether my claim had been received and that its been attend to, i was given an email address and phone number to call as MTN has outsourcd the insurance department from the 5th. </p> <p> </p> <p>I was shocked to hear this as MTN had not notified of this even though i had insurance with them. </p> <p>I then sent an email to pinnacle marketing. i was told to resubmit the forms, i did so, On the 7th of December, i was told the IMEI number on the claim form was different to what was on the system. i then sent another email with the IMEI number on it which i had previously sent to MTN insurance in June 2016. I was told the information needs to be verified and usage to be checked. I called from the 8th onwards to check if the usage had been verified, it still hadn't. On the 9th i called again and i was told they are busy with it, MTN has a backlog. </p> <p> </p> <p>On the 10th i call again, i was told yes it has been verifed and my claim would be approved. My claim got approved, i got an sms with bank details where i should make payment to and an email address where i had to send proof of payment and where i want the replacement phone to be couried to.</p> <p> </p> <p>What i didnt understand was why i had to email and wait for a delivery vs going to a store make payment and get a phone immediately as in the past with previous claims. i got my cousin to make the payment on my befalf and to email the address provided with the proof of payment and delivery address </p> <p> </p> <p>I then called MTN to check if they had received it they said yes, the consultant even confirmed the delivery address. I was then told that the insurance will replace the phone with the exact one that i had but the colour is not guaranteed, i told the consultant i don't want a white phone, they should replace the phone with a black or grey. if they don't have i am willing to take another make/model and top up on the difference. she said she will verify with the supplier what stock they have and get back to me. she did not </p> <p> </p> <p>On 12 December i get a SMS notification that my phone would be delivered on 13 December. I assume that the phone which will be delivered will be a black or grey one as requested, as the consultant did not call me to say the supplier doesn't have stock. </p> <p> </p> <p>On the 13 December i get a phone call that my delivery is here, to my suprise it is being delivered at my work place whilst i asked the phone to be delivered to my residential address. i go and sign for the phone, i open the package and see that the phone is written Pearl white, i open this phone and look inside, isee the phone is white. I immediately call MTN insurance and i am told i insured the phone not the color, they are not mandated to give me a color i requested it goes by the stock availiability. i instantly disagree with what i am told, the consultant says there is nothing he can do. Upon leafing work i go to the MTN store where the claim was made and complain, they call the insurance and they are also told there is nothing that can be done </p> <p> </p> <p>I then ask the store to give me a simcard as i had sim insurance as well, then i'm told no the insurance didnt approve them to give me a simcard. they immediately send an email to MTN insurance. </p> <p> </p> <p>On the 14th i follow up with the store, i was told the sim claim has not been approved. I call MTN insurance and i am told i dont have sim card insurance. i immediately email the consultant who was helping me Nothando and a few other people to complain about this. Nothing gets done. In the afternoon i went to the MTN store and paid for a simcard i then asked them to insert the sim in my phone</p> <p> </p> <p>i have complained to MTN on the following dates with no luck of my problems being resolved"</p> <p>10 December on email </p> <p>13 December on MTN website</p> <p>14 December on email </p> <p>And many other times via calling 808 and ********** 084. But nothing got done </p> <p> </p> <p>On the 15th of December i received a call from a lady called Lee, who wanted more information the information has been provided and i was told they would call me back but they have not </p> <p> </p> <p>The summary of my issues are as follows:</p> <p>It took 10 days for my claim to be approved with me calling and following up daily. Whilst MTN promises for a replacement handset within 24 hours</p> <p> </p> <p>MTN did not notify me that they are changing insurance companies and what the new changes entail </p> <p> </p> <p>Why my claim was handled with the new way and not the old way as my claim was submitted before MTN went live</p> <p> </p> <p>Why MTN didnt replace the phone with a black one as asked and promised by them</p> <p> </p> <p>Why my phone got delivered at my workplace whilst i provided them with my residential address as the delivery point</p> <p> </p> <p>Why MTN says i dont have sim cover, whilst i do. i have even emailed my November statement to them to show that i do. i still havent received any feedback and had to pay for a new sim cash</p> <p> </p> <p>i was not told not to open the device if i was not happy with it. Now i'm being told they cant assist me as i have opened the device. The box or the wrapping that came with the box also didn't say that i should not open it if i'm not happy</p> <p> </p> <p>I hope someone will read this and assist </p>