MTN is HELL, i have never experienced this in my entire life.

Good day

I really do not have any other avenues to raise my concerns other than this and i really hope to be assisted.

I lost my phone on Wednesday, 24 January 2018 night and i was advised to go to a store to obtain an IMEI number and to also block the phone so that i can get an ITC number, before i open a case at the police station. This was done on Thursday, 25 January 2018 and i succeeded with all. I then made a claim with the insurance.

To my surprise, the insurers, Pinnacle Marketing, told me that they will not be able to assist me because the device i am claiming is not insured but rather what is insured is the Nokia, which i really do not know. I never owned a Nokia in the past 5 years nor have it insured with MTN. I was taken from pillar to post, went to almost 10 MTN Stores trying to get to the bottom of this matter but i am really not being assisted.

I bought a 36 months contract with MTN in January 2016 of 2 iPhones 6s Plus and in March 2016 i took up insurance of one, the one i was using. I have been paying for this insurance ever since without fail and all this time i have been under the impression that i am paying for an iPhone because that is the only phone i have. Now my insurance claim cannot be processed because they have a different phone insured. I really don't know what to do anymore because i am not getting assistance every time i call MTN. I have attached my recent 3 months invoices which shows i have been paying insurance and i have also attached proof of delivery of my two iPhones that were delivered in January 2016.

I would really appreciate if i could be assisted by anyone that can assist me. I have my claim number as a subject line.