MTN not accounting for lost device.

Hello Peter, I initiated and signed for an insurance for my device at MTN Ghandi Square Store on 17 March 2022 when I took a contract for an Iphone 11 instore. I then went back to the store 2 months later to ask if the insurance was active as I couldn't see evidence of the insurance debiting in my account. I was then told that insurance is included in my monthly premium and does not debit separately so I would not see evidence of such in my account. I then rested assured that I am covered should anything happen to my device.

On Wednesday, 28 September 2022, my device got ****** and I proceeded to the store to request advice on claiming for insurance. I was then told the insurance was never captured. I then stated that I requested an insurance first thing when I got the device also given the fact that it is a contract device. I requested for my contract and the contract clearly states that insurance was taken with a reference number. MTN Insurance says they can't find anything under the reference number written on the cover page of the contract and that there is nothing they can do in this regard. I also didn't sign a waver form saying I do not want an insurance because I wanted it and when I left the store, I was told I am insured. The consultant who assisted me is Sizwe Zungu and the store says that he resigned and is no longer with the store. MTN Ghandi Square refuses to take accountability for the matter and provide a way forward.

Your assistance in this regard will be highly appreciated.