MTN/PINNACLE NOT REPLACING PHONE

My phone was ****** on the 14th April.

I went into the branch MTN SUMMIT ROAD on the 15th April to block the phone and do all the necessary paperwork.

16th April : All forms sent to insurance .

18th April : I send the proof of my MTN invoice to Pinnacle I email my contract summary

19th-20th April: I get told by Pinnacle that the device insured is not the one I am claiming for.

23rd -26th April: I get told that when my upgrade was done in March 2017 it was apparently not updated on MTN system. This is the reason the claim is not being processed.

2-4th May : Upgrade was done with Sophia at Mtn Summit road In March 2017 No insurance documents can be found to prove whether the device on the forms were updated. Clearly this was not done as the insurance has the old details so between MTN and Pinnacle one of the two did not update their system. This is not my issue, this is clearly an issue between Pinnacle and MTN.( many many complaints on Hellopter and other social media sites regarding this)

Spoke to Thato on 3rd May regarding the situation …( feedback is slow)

Due to the fact that Sophia at Mtn Summit road did not go=ive me forms to sign to upgrade device on forms Insurance will not pay me. I am being told that I was informed that It is my duty to chamge device to insurance an sms that this is the policy was sent 1 year after I did upgrade .

I have been paying for the Phone and Insurance yet now Pinnacle will NOT pay due to the device not being upgraded on their system.

I will be going to the ONTBUDSMAN regarding this matter .

Names of staff at MTN SUMMIT ROAD MORNINGSIDE: 1.Thato Maphiri- utterly useless .... 2.Sophie Letswalo - the sales assistant who did not do the upgrade properly 3.Herbert Monadira - apparently he is senior to THATO but has not rep**** to any emails .

STAFF AT PINNACLE INSURANCE: 1.Lungi Manzini- who sends me proof that I was told of the the T AND C of an upgrade I sighned 1 year before they sent the sms to me. 2. ***lin Sambaba- Very polite but yes real feedback regarding my situation.

When staff are on days off at MTN no one else follows up with the client- absolute poor service!!!

I have been sending emails back and forth to ***lin from Pinnacle ,Thatho,Sophia

To date I am still without a phone.- 8th May.

I paid my insurance yet I am not been given my phone.

The fact that I have been with MTN since the beginning is actually really dissapointing …..

We are almost 1 month since my phone was ****** and all the hassle that I have had to endure is pathetic.