MTN INSURANCE - HOPES MTN CLOSES DOWN

<p>Hi there</p> <p>Firstly all my reference numbers are ********** 5 , MTNLF ********** , MTN-483360, [# ********** 3] # ********** 9 [Ticket ID: 248096] ********** 4) ( ********** 1)</p> <p>In September 2016 last year i had made a claim to MTN insurance - this was my first claim. The claim was to fix my screen for my iPhone 6s. After two months Mtn Insurance took my phone ( within these two months - communication was extremely poor as it was almost impossible to get through to MTN insurance. PHONE LINES DONT EXIST - NOBODY ANSWERS. There were also problems regarding the Loan phone as there were none available at the time therefore prolonging the pickup delivery of my phone. After two months the loan phone was dropped off and my phone was picked up.</p> <p>Once the phone had been picked up a fee of R150 excess was paid into the account given ( proof of this was also sent about 4 times) and then absolutely no proper communication was given by MTN ( only emails saying they will get back to me with no actual response of what is happening or when i will get my phone back- i sent through about a 100 emails trying to get hold of someone to see where my phone was and if it had been fixed ( this period was from Early November 2016 till now 22 Feb 2017.</p> <p>Finally about a week ago i got an email from Vernell Huges saying that they can’t find my payment made in November ( I have sent them proof of payment about 4 times but no reply ) .Then a couple days later Vernell emails me and tells me that my phone has been denied by their repair centre. She had said that my broken phone will be SENT BACK TO ME? (AFTER 5 MONTHS OF WHAT EXACTLY??) and they will fetch it again to send it to ANOTHER repair centre ( Probably another 5 months ) also second time around they cannot provide a loan phone and the one I’m currently using will be sent back to the first repair centre. Isnt that pathetic??</p> <p>PHONE NOT FIXED AND NO LOAN PHONE REPLACEMENT even though this was MTN's fault</p> <p>This process has taken about 5 Months which is ridiculous as normal wait time stipulated was 7 days on the contract. Definitely huge breach of contract. My phone is currently still sitting broken at the first repair centre. I still pay for insurance every month and my contract with MTN is around R2000 a month as I have two contracts.</p> <p>As a consumer what are my rights and how do i go about this matter? <br />Who is head of your department ?? Can i please get in touch with someone that can actually help me without telling me they waiting on someone else. </p>