MTN Insurance service "sucks"

<p>Dear MTN</p> <p> </p> <p>RE: *** Claim initiated at Cavenish Square Store , Claremont [#***0]</p> <p> </p> <p>I have had contract with MTN for the past 15 years or more on the same number and when I took the upgrade on my contract in February 2016, I decided to take insurance on my handset. All was well at this stage.</p> <p> </p> <p>At the end April 2016, I noticed that my screen showed signs of liquid damage despite not having been submerged or fallen into any liquid of any kind. I found this strange and within the stipulated time period of the terms and conditions of the insurance contract, I reported the damage to MTN.</p> <p>My means of reporting it was going into your Cavendish Store on Monday 9 May 2016 at about just after 5pm. The consultant then gave me the forms to complete and I did, she then stated she couldn’t send it as she couldn’t upload and her colleague would do so. I said okay and was given a copy of the form and was advised that MTN would call me to collect the handset and it was not necessary for me to leave my handset at the store.</p> <p> </p> <p>By the end of that week, I had not yet received a call and did some enquiries and discovered that my forms were not received, I then faxed them personally to the number and awaited to hear from MTN regarding my claim. I then heard nothing and I called the number on the form ***) and followed the prompts which stated that the form was received but is pending due to my handset not being booked in at a repair centre. Prior to this I emailed the email address for insurance enquiries to which I received the above reference/claim number.</p> <p> </p> <p>By 27 May 2016, I have received no response from MTN. I have made numerous calls to the number stated above to no avail. I follow the prompts in order to speak to a consultant which results in me holding the line for up to 20 minutes without reaching a consultant and I think this is utterly unacceptable from a customer service standpoint. How are your customers supposed to obtain feedback if your consultants never answer emails or calls?</p> <p> </p> <p>Due to my frustration, I then went to Kenilworth Centre MTN, where Tauriq assisted me and he as well could not get through to your useless helpline and he proceeded to send you an email on 27 May 2016 and to this day you have not responded to his email or any of the other emails sent to your enquiries email address.</p> <p>It is now 2 June 2016, after placing my claim on 9 May 2016 and not having heard anything from your offices other than an automated response of the form has been received. That is all good and well but when am I going to receive service and have my claim attended to????? Surely as a service provider, you have a turnaround time in which all queries and claims need to be attended to; Is your turnaround time 90 days, 120 days???</p> <p> </p> <p>Right now, I am at my wits end with the slow and uninterested service I have received from the Insurance department, your staff instore are helpful but it seems that their hands are also cut off as are your customers who have to try endlessly to get a hold of a consultant. At this point I think your consultants are either on holiday or you have a serious issue with the consultants in the insurance department not doing their duties and quite frankly appears to be getting paid to do nothing during work hours.</p> <p> </p> <p>I would expect a response with regards to the above within a reasonable time period and considering how long I have waited thus far; a reasonable time to me would be within 24 hours of receiving this letter. Should I receive no response then I will be taking further steps in regards to this matter as it is unacceptable that I have to battle to get service. You are a service provider after all so please provide the service paid for.</p> <p> </p> <p>Regards,</p> <p> </p> <p>Disgruntled consumer of a conglomerate who does not seem to care.</p> <p>Mrs PG Clark</p> <p> </p> <p>As there is no other form of contact regarding a resoinse from MTN Insurance, I am venting here</p>