MTN INSURANCE UNDERWRITER NASHREN & KAYLIN SAMPSON FROM PINNACLE MARKETING BROKERS FOR MTN - STOP DE*****ING & HAVING ********* BUSINESS PRACTICES. SORT THIS MESS OUT CREATED BY YOUR *********** STAFF! TAKE ACCOUNTABILITY STOP EVADING PAYING FOR YOUR ER

Dear Kaylin

Thank you for the below.

I will therefore take this up with the Insurance Ombudsman as I have clearly stipulated.

Let me bring you the facts which I have specifically mentioned to you from Day 1 and which you seem to not be getting.

I want you to forward the same email to Nashren noting EVERYTHING that I have been telling you.

Again, I HAVE NEVER, at any point covered these cellphones for liquid damage. This was an error by your consultant working at MTN who incorrectly captured the application and when I went to confirm this, she confirmed that I had requested a cover for theft and she could still remember me and she would escalate the matter to her regional manager. So, I am not sure why AFTER I have NUMEROUS times have communicated this you STILL KEEP referring to this matter and chose to ignore that an employee of MTN is the one at fault and you want me to accept this and move on. That is not going to happen at all. This is is something that YOUR STORE CONSULTANT acknowledged the error and you need to hold her accountable. Whilst dealing with that, then you send me this:

""The claim was initially loaded on an incorrect policy therefore he requested for claim to be loaded on the correct policy, he was not aware that the event you are claiming for is not covered under the benefits of the correct policy. "" I CANNOT FATHOM the level of incompetency of how you would capture the claim under the wrong policy when I had sent you all the documentation that was required, blocked the phone and sim and STILL you captured the claim on the wrong policy. Showing your incompetency from the mere fact that from the go, after choosing my insurance you MANAGED to capture that wrong and again, you managed to capture this claim wrong. Can you understand that in all due respect your guys nonsensical inability to do your work I as the customer must suffer. Never! I will take it up to the highest of the highest levels but I am not going to accept that.

""Upon loading claim, the system only provides an option to load a claim for damage thus we could not register a claim for loss or theft as this was not an option on the policy."" You explain to me how this could possibly be my problem. I chose an all risk insurance and your consultant decided to capture for liquid damage. Let me remind you AGAIN, when I went to your store, the Store Manager at the Vincent shop including the consultant that helped me Azola were shocked to hear about this phone being covered for liquid damage as they do not do that in store and that the phones were on an all risk cover as I had specifically spoken about theft and the price of the phones hence I wanted a cover. She recalled the conversation and knew nothing about this liquid damage cover.

""Please see extract from policy wording: CLAUSE ABOUT NOT BEING COVERED FOR JAMMING/ CAR THEFT ETC...."" This is the same policy I have never received, because AGAIN, you emailed it to a email address that immediately bounced back. You cannot be highlighting clauses that I am not even aware of as I have never received this policy document as per the agreement that it would have been emailed to me. Again, I have attached the email that I have sent to you STATING that this email was never received and I have never been granted the opportunity to go the terms and conditions of the policy.

So, Kaylin you forward this email as is to Nashren and revert back to me.

And as I have advised, due to your failure as MTN and the brokers I will escalate the matter to the Ombudman and take all the necessary action because you cannot expect me to accept the above and let the matter go.

If at any point I was accountable for any of this I would let the matter go, however no, this is your mess as MTN and you will sort it out. You cannot take people for granted and try and de***** them IT IS *********, TOTALLY UNACCEPTABLE. I WILL NOT BE CHEATED & EXPECTED TO PAY FOR YOUR PATHETIC STAFF. IF ANYTHING AND YOU WILL NOT PAY THAN SHE CAN TAKE OVER THAT CONTRACT THAT I ASSURE YOU AND SHE CAN PAY BACK THAT MONTHLY CONTRACT BECAUSE OF HER ERROR NOT MINE!

FORWARD this to Nashren.

I will call him at 08:00am tomorrow to confirm if he has received it.

Ensure that it is done.

I will copy and past this below and my response on Hellopeter and any platform that I can to complain.