MTN worst insurance ever 3 weeks and waiting

<p>I have been an MTN subscriber and contract holder for over 10 years. Never have I ever experienced such bad after sales service or service from their insurance service provider.</p> <p>I logged a call for my phone that's faulty on the 26 October to ********** I received an email stating they received my query and quoting " Dear valued MTN Customer<br /> <br /> Thank you for your email.<br /> <br /> This email serves to confirm that your query has been received and will be attended to as soon as possible<br /> <br /> Due to a temporary issue that we are addressing, our current turnaround time is unfortunately up to 5 days, our sincere apologies for the inconvenience<br /> <br /> Your reference number is ( ********** 9) and is also displayed in the subject line of this email. Please do not remove the reference number from the subject line of the mail as it enables us to track your query<br /> Please do not send the same query more than once and kindly use this email with the above reference number to follow-up on your query. The another email "</p> <p>Kindly note that the claim has been assessed and is now pending. Handset to be booked in for assessment, <br /> We have sent an email to Our Logistics Team “Smartphone Plus”,will be in contact with you to make arrangements to collect your damage unit.</p> <p> </p> <p>“Kind Regards</p> <p>MTN Insurance”</p> <p> </p> <p>I phone them almost every day I hold on for 20-30 minutes no one answers the phone ever. I followed up with an email on the 3 November 2016 it was read, but no one responded.</p> <p> </p> <p>I went into the Canal walk store shop 101 on the 18 November was assisted by Jean-Lee Smith who told me he cannot log another call because I already have a reference number the only alternative I have is to come in during the week during normal working hours. I took leave on the 23 November to return to the store, because the insurance company still didnt get back to me. Jean-Lee then phoned the number and he also held on for 30 min and longer without getting through. The phone was then booked in by him after an email was sent from him to the same email "</p> <p>Good Day</p> <p> </p> <p>I have an irate client in store that requested for her phone to be collected at her residence, client has been waiting since the 25th of October for collection, client is now in store and we are trying to get through to you guys but we are holding on for 30 min already, client tried phoning previous days also but can never get through. Could you please contact client. Client is taking off from work and getting paid short to sort out the issue because she works with her phone.</p> <p> </p> <p>Name: Shivon Henkeman</p> <p> </p> <p>Contact number: ********** 349</p> <p> </p> <p>Egain ref: ********** 9</p> <p>Claim pending on ********** 364.... Sony Z3 booked in for repairs Claim number 485376 and arranged collection with from smartphone plus</p> <p>New reference number received ********** </p> <p>It's now the 15th still no one has contacted me or even their in store consultant for that matter.</p> <p>This is pathetic I cancelled my insurance with 24hour mobility, because they said this one is better. What bull they feed their customers who remain loyal to them. I want my phone sorted..............</p> <p>I will continue to put this on social media if I don't get any response.</p> <p> </p> <p> </p> <p><br /> <br /> </p>