MTN Insurance + Smartphone Plus - SIX99

<p>I have literally run out of options and hope that somehow I can get some form of help from the NCC.</p> <p> </p> <p>I have been using MTN for more than I can think of and feel that I have been treated like a fool for the past couple of months.</p> <p> </p> <p>On 26 May 2016 I filed an insurance claim (please see attached) for a damaged iPhone 6s. I received communication regarding the fact that I would be contacted. Fine. Very well, a couple of days later I was contacted regarding my claim and the success thereof. Happy. Now here lies the first of many problems:</p> <p> </p> <p>As per Terms of Conditions of MTN Insurance, I am to receive a loan handset which is the same or similar during the time of which my handset is being assessed and repaired/replaced. The MTN Insurance consultant advised that they did not have loan phones as people were not returning and as such, they had a shortage. I understood. I asked that once they have one, they please contact me. NB - I need a phone to carry out my daily work i,e. client communication, family, banking, etc. So I was more than happy to wait as I could not be without a phone for a prolonged period.</p> <p> </p> <p>Fast forward to 13 October 2016, after I had been told that I would be receiving a phone a week prior, I receive a call (from a Patrick at MTN Insurance) advising that the loan phone that I would be getting is faulty, and that they would call the next day (a Friday) on the next available delivery for handset. At this point, the phone has given up due to the sheer amount of damage on it i.e. it stopped working on 12 October 2016.</p> <p> </p> <p>I hear nothing from MTN team until 24 October when I decide to try call the Smartphone Plus Team (Repair Centre) myself to acertain what the issue may be. At this point a young lady (by the name of Tracy) responds and sweet talks me, all the way to advising that I take the phone into a authorised repair centre, where they will quote the damage on phone and I then need to submit that quote back to MTN Insurance, where the account will be paid for repair of the phone. Not once does she mention me having to pay for the repairs and MTN Insurance thereof re-imbursing me. I am thrilled wirh joy. Phone is booked in on 26 October, quote is received (see attached) and sent through to Tracy and team. Wow, finally at the end of a 5 month struggle. Meanwhile, every 1st of each month R699 is being deducted from my account.</p> <p> </p> <p>I follow up a few days later (28 October) on the outcome. Tracy tells me I need to make payment and then I will be re-imbursed. I ask why was this not communicated. She stutters, tells me its how it works but she will try to expedite the situation. Again, I accept and tell her I will contact on Monday (31 October 2016). I know that Tuesday 1st, R699 will be unashamedly deducted from account once again.</p> <p> </p> <p>I call as expected, only to be told Tracy no longer works there. Now, I can keep on going with this story but the worst part of it is when I call to ask that they listen to recordings (because I knew it would come to this point and asked for call references for record purposes), MTN Insurance team agrees to not hearing her tell me about the terms of sending phone to accredited repair centre (i.e. me having to pay for the repairs and MTN Insurance thereof re-imbursing me...) they somehow do not see that at this point the best thing to resolve is either, I collect another phone or they pay the money to iFix and have the phone repaired.</p> <p> </p> <p>Instead, I am told that Tracy had called another consultant on his personal handset (at a call centre, during work hours - I have worked at a call centre btw) where she was advised that she should tell me that. Of course they cannot confirm that because it was a personal call. A lady by the name of Ntombi Deboke tells me that "izohlala pha lo phone yakho becuase we not paying for that" (that phone is going to stay there because.....).</p> <p> </p> <p>Today is 1st December, and yes R699 deducted from my account. I have tried MTN countless times on phone, Twitter, email. No response. Run around responses. Dropped calls. Rude consultants. I really have run into a concrete wall.</p>