MTN Mall of Africa Failed to Blacklist My Phone – Insurance Claim at Risk

On 22 December 2025, I visited the MTN Mall of Africa store to request blacklisting of my cellphone so I could submit an insurance claim. I was advised that I would receive the ITC number within 24 hours.

No feedback was received. I returned to the store and was told the first request was “not reflecting” and that a new case would be opened, again with a 24-hour turnaround. Once again, nothing happened.

I later contacted MTN Customer Care (135), where the agent confirmed that there is no record of my phone being blacklisted at all, meaning the store never processed my request. I was advised to return to the store.

On 14 January 2026, I returned to MTN Mall of Africa. The consultants escalated the matter via email to Julia Lesele and Kabelo Mokaleng, and shared the escalation email with me. To date, there has been no response and no resolution.

This delay is now putting my insurance claim at risk, as claims must be submitted within 30 days. I comp**** with all requirements on time, yet MTN’s failure may cause my claim to be rejected.

This is unacceptable service and complete lack of accountability. If my insurance claim is declined due to MTN’s failure, I will hold MTN fully responsible.

I am demanding:

Immediate blacklisting of my device

Provision of the ITC number

Urgent feedback from MTN management ticket number-RITM***