MTN Insurance NO SERVICE
<p>I sent my claim form to mtnclaims as suggested by their call centre.</p> <p> </p> <p>I sent my claim form and required documents in 2017-02-13, got a automated response saying claims take anything from 3-5 working days. </p> <p> </p> <p>It's been 15 days since I submitted the claim form and still no response. I visited a MTN store in Westgate and was told there is nothing they can do, I must just call ********** .</p> <p> </p> <p>Everytime I call the above number, I am caller number 35 or 29, I have been calling on different days and times to no avail. I don't know what to do anymore, I pay a premium every month but getting no service, the phone has a cracked screen and is hard to operate.</p> <p> </p> <p>Please someone help..</p>
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that an escalation has been sent to Pinnacle to assist and provide urgent feedback on claim status. A call back will be done during the course of the day to assist.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind regards
Kevin
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that an escalation has been sent to Pinnacle to assist and provide urgent feedback on claim status. A call back will be done during the course of the day to assist.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind regards
Kevin
Hi Kevin
Thank you for responding and attending to my claim.
However I am displeased with your service for the following reasons:
1. I was advised the repair work would take up to 3 working days but I only got the phone back after 2 weeks.
2. The phone came back without a SIM card, I phoned your repair center on ********** 070 (I spoke to a lady named Alex) trying to recover the SIM and was straight away told "Unfortunately we have a standard disclaimer stating that we cannot be held liable for any loss or damage on SIM cards in devices sent for repairs".
She said she can't help me in that regard (didn’t even bother to look) and I must take it up with my insurance provider as they should have warned me about this before I sent the device in for repairs. Else I must take half a day from work and go through the process of buying a new SIM RICA and doing a SIM swap :(
3. Alex referred me back to your call centre ********** 084 (Sugar coating it as a direct line to Samantha) suggesting I should speak to Samantha. Obviously me trying to call the number above is what led to us communicating on this platform. So like last time I trying calling your department twice today and the outcome is always the same. (One has to hold and hold until they either drop the call or completely run out of airtime)
Once again I am left to my own devices, I have a working phone now (thank you) but they threw away my SIM so I must buy a new one (What an inconvenience). Let alone I am missing a lot of calls in the process.
Man I wish someone from your department (Samantha) or your repair center warned me that the repair centre technicians basically throw away SIM cards, I would've made sure to take it out.
PLEASE FIX your call center and warn your clients about SIM card loss at the hands of technicians before hand.!!!
Hi Kevin
Thank you for responding and attending to my claim.
However I am displeased with your service for the following reasons:
1. I was advised the repair work would take up to 3 working days but I only got the phone back after 2 weeks.
2. The phone came back without a SIM card, I phoned your repair center on ********** 070 (I spoke to a lady named Alex) trying to recover the SIM and was straight away told "Unfortunately we have a standard disclaimer stating that we cannot be held liable for any loss or damage on SIM cards in devices sent for repairs".
She said she can't help me in that regard (didn’t even bother to look) and I must take it up with my insurance provider as they should have warned me about this before I sent the device in for repairs. Else I must take half a day from work and go through the process of buying a new SIM RICA and doing a SIM swap :(
3. Alex referred me back to your call centre ********** 084 (Sugar coating it as a direct line to Samantha) suggesting I should speak to Samantha. Obviously me trying to call the number above is what led to us communicating on this platform. So like last time I trying calling your department twice today and the outcome is always the same. (One has to hold and hold until they either drop the call or completely run out of airtime)
Once again I am left to my own devices, I have a working phone now (thank you) but they threw away my SIM so I must buy a new one (What an inconvenience). Let alone I am missing a lot of calls in the process.
Man I wish someone from your department (Samantha) or your repair center warned me that the repair centre technicians basically throw away SIM cards, I would've made sure to take it out.
PLEASE FIX your call center and warn your clients about SIM card loss at the hands of technicians before hand.!!!