MTN SHOCKING SERVICE

I have had the most horrific experience with MTN. I 100% do not recommend using them as a service provider. The workers do not know what they are doing and the system is horrible. They are forever having problems with "something" We have had problems with MTN for over 10 years and not once have they improved on one thing, in fact they have gotten worse. Now in December 2023 we were due for our upgrades and there were problems even with us submitting the relevant documents. Eventually they referred us to the Apple iStore, because they were unable to help us. Finally the upgrades were done. We then were referred back to MTN to arrange the necessary insurance, where they helped us and confirmed activation of cover. Fast forward to today, 22 Feb 2024. One of our phones were ****** right out of our home, through an open window, we then proceeded to open a case of theft and went to the MTN store in Meyerton. The very same lady that helped us with our cover, helped blacklist the phone, she then gave us an ITC number for insurance claims. She also confirmed that "at least we have cover"! She gave us the necessary forms for my husband to fill in and we left. He filled them in and emailed them with his ID etc. attached. Only to receive an email back saying that we do not have cover and it was up to us to confirm and follow up. We were not informed to do this when originally upgrading and insurance confirmed. We assumed that we had the necessary cover and continued to pay our account every month...

I am disgusted to say the least and have absolutely had enough of always paying... we the consumer are always at the short end of the stick and never get the service we are in fact paying for. Should your service provider not confirm or follow up or walk us through your upgrade and insurance?... I think of a car dealership, when applying and being approved for finance, that said dealership will not let you take possession of the vehicle until insurance is confirmed... is that not customer service, to make sure your clients are covered for these expensive phones?...

I am tired of keeping quiet and eating up all this from service providers, and specifically MTN. It is disgusting, and all they do is throw it back into our court to say we should have read the fine print and double checked and followed up. Surely if you are given the go ahead and assured of activation, you are insured... only to find out after careful investigation, that we are still paying for previous phones etc...