MTN insurance is a ****

On the 9th of October I was ****** by two men and they took my cellphone along with my other belongings. On the very same day I called the MTN call centre/ customer service department to report the matter and have my phone blacklisted. I was provided with a ITC number and they advised me to go to my local police station to report the matter, and get a case number/SAP ref number.

On the 13th of October I went to police station, reported the matter. They gave me a form to fill out and a SAP ref number. They informed me that they have recorded everything on their system.

On the 14th of October I went to the MTN store in Gateway mall where I had purchased the phone from. I reported the matter and informed them that I have done as I was instructed, I have the ITC number and SAP ref number. At the store they provided me with a MTN insurance claims form to fill out. They instructed me to fill out the form and email it to ***.

I got home, filled out the forms, scanned it and sent it via email.

On the 21st of October I recieved my first response/email from the insurance claims department. The emails was from a person whos name is Onezwa. Onezwa stated that IMEI number that I provided was incorrect and it does not correspond with the one they have on system. I explained to her that the IMEI number that I provided is the one on the box. I than investigated what she was referring to and found that the IMEI number on the cell phone box is not the same one as the one on my cellphone contract form. I explained this to Onezwa. Onezwa requested for the picture of the box and my ID copy. I sent the picture of the box, cell phone contract form that indicated the other IMEI number and I also sent my ID Copy.

The following day (the 22nd of October) instead of me receiving a response from Onezwa which should be continuing from our last conversations and her request, I recieved an email from a person whos name is Zanele. Zanele requested for the very same documents I had sent to Onezwa, I resent everything once again to Zanele. I never received any response from Onezwa nor Zanele.

On the 24th of October I again received an email from yet another new advisor. (drum roll please) This new advisor was requested for yet again the very same documents I have sent to Onezwa and Zanele. This irrated me and I got frustrated. I told this new advisor to revert back to previous emails because I can not play this run around game. After stating this, I have not recieved any response from Onezwa; Zanele or this new advisor instead I am being ignored for the past 2 days.

This is annoying and very frustrating. I do not have access to my icloud email address and my number.

People can not get ahold of me, I am unable to conduct my business hence I do not have access to my emails. My whole life is on my icloud and yet MTN has the audacity to ignore me.

Not once have I ever thought that I'd be in such a dilemma with MTN insurance judging from the promising words I was told when I took out the insurance. I do understand that there is a process each company follows but this run around game these advisors are playing with me is so unprofessional and it is very frustrating. What is so hard about referring to previous emails and following where another advisor left off? I am really disappointed by the customer service I have received. Communicate with me for gods sake, inform me of the progress and which point this issue is at instead of ignoring me like this. My whole life is on hold rn.

I really need this sorted or I will have to escalate this matter above and beyond this platform.

I need to be contacted with a clear way forward with the next 24 hours on my current email address: *** or via my current cellphone number: ***