MTN South Africa is useless when coming to customer services

MTN service provider has FAILED my parents in their level of service.

My father has two contract's through MTN and has had them for years. One phone is used by him and the other by my mother.

In the month of May 2019 my mom's phone fell and the screen cracked. They took the phone to an MTN store in Keywest shopping mall Krugersdorp. Forms were completed and they were referred for assessments. The assessors advised that the cost of repair would amount to the cost of a new phone and that someone would be assigned to come collect the phone. Which never happened.

In the month of September 2019 the phone went dead while my mom was on a phone call and again we went to MTN keywest store and were told to complete forms which we did. They phone was again taken for assessments and AGAIN THE ASSESSOR advised THAT THE COST OF REPAIR AMOUNT TO THE COST OF A NEW PHONE.

I then sent an email to MTN querying this and was told to phone the insurance company. This process we have done before, we completed forms back and forth but NO ONE FROM MTN OR THEIR INSURANCE POLICY CAN HELP. THIS HAS LEFT A DISTASTEFUL TASTE IN OUR MOUTHS considering that they have been loyal customers to MTN.

The one phone is broken and they are still paying insurance for it WHY?

All they seem to know and do best is debit our accounts to feed themselves whereas we are provided with bad service. I for one am glad I took a decision years ago to move to vodacom and wish my parents would have followed me.

MTN needs to cancel these insurances immediately because we are paying for nothing and they are useless with customer services. Perfect at collecting premiums but useless with customers. Its clear their customers are not priority.

I wouldn't dream of using their network ever again and want to distance my parents from them immediately.