MTN Service Levels

Our company has maintained a cell phone contract with MTN for nearly 30 years. My iPhone 11 Max Pro 64GB which was supposedly insured with MTN was pickpocketed on Saturday, 29th January 2022. After numerous interactions, the Insurance division would begrudgingly offer a replacement with a smaller iPhone 12 worth half the value and only after numerous interactions. They continuously kept insisting we had insured the wrong phone! I explained that MTN had insured the wrong phone due to their internal operational systems are not being properly integrated.

A standard iPhone 12 was finally delivered to my Cape Town nearly 5 days later. My original phone is valued around R25,000 and this has now been replaced with an inferior phone with a value of around R15,000.

Due to this unpleasant experience, we have decided to cancel our business contract and sent an email on Monday morning. We have still not been contacted by MTN despite receiving an automated email stating we would be contacted in 24 hours.

SA consumers need protections against companies such as MTN who operate as a monopoly. They don't even adhere to their own service and complaints levels.

We would like to warn other consumers against using MTN insurance and services.