MTN IS NOT USER-FRIENDLY

On Friday, 12 November 2021 I was accosted at Checkers on the Bluff, Durban, and my iPhone was ****** out of my bag. Three people crowded me and one opened my bag and took my iPhone.

I immediately reported the theft to the MTN shop in Bluff Towers and asked them to blacklist the phone and temporarily freeze my number, i.e. ***. I advised them I would return on Monday morning and we could do the SIM swop then. I was keen to report the theft to the police immediately so my iPhone could be traced online. They did not provide me with any documentation.

The S.A. Police could not register my complaint without an ITC number. I returned to the MTN shop and was advised that they could not give me an ITC number because of an admin error. I have been an MTN subscriber for many years and the last time I upgraded, I decided to only upgrade the sim card as I was extremely happy with my iPhone. I did the upgrade in the Bluff MTN shop, but for some reason, my iPhone was not connected with my sim upgrade. Thus MTN will not provide an ITC number, and I can't report the theft, or make an insurance claim. To make matters worse, the iPhone was covered by our household insurance in my brother's name (we shared a home) and he passed away two weeks later.

Checkers have video footage of the theft and I was able to trace my iPhone to an address in Winklespruit but without the ITC number, it appears the police are powerless to assist.

I now have the loss of an iPhone 8, no ITC number, no police report number, and no insurance claim in spite of numerous requests and visits to the MTN shop. Their reference No. ***.

MTN's tardiness is totally unacceptable and has cost me unnecessarily. Silence is their firm reply!