MTN/Santam insurance

To whom it may concern.

On the 7th of July 2024 I lodged a claim (***) for a lost mobile cellphone iPhone 12.

On the 29 August, I received an email confirming that my claim is approved and I should forward the address for delivery. I sent the address details and on the 1st of August I recieved a notification that the replacement order has been processed for delivery.

However, I was shocked that the were delays in the delivery, and I made a call on the 7th of August to follow up. Kamuhelo (Team leader) informed that the phone is with the courier waiting for delivery. On the 10 of August, I made a follow up again as the device was not delivered yet and I was informed that the courier do not deliver during weekends and I was informed to wait till Monday the following week. I called again on the 13th of August and I was informed that my device is missing. And the person informed she said she will call me the following day to reschedule for a new device and when they are going to deliver it.Nevertheless MTN never call me back the following day and I didn’t call them,they sent a msg on the 14 Aug alerting that my device has been delayed for delivery due to unforeseen circumstances.Same date at 3 pm received an sms that my device has been processed for delivery.On the 15Aug MTN called me informing that my device will be delivered on 20 Aug 24.On the 19 Aug 24 courier it delivery sent me an sms that my parcel will be delivery.2pm today 19 Aug 24 I got a sms informing me my parcel has been delivered and I got a call from my partner telling me that the courier guy called him and told him he left my parcel with Ziyanda the person received parcel.I quickly called my mother asking her did she received my parcel since she had my ID but she said no.I called the courier telling him he delivered the parcel at the wrong address and I’m not there the person supposed to receive the parcel is my mother who has my ID.He said he delivered the parcel on the address that was written by MTN which is a wrong address.My mother went to the lady’s house who received the parcel and the parcel wasn’t with her,she already sold the phone 2 streets away from her.They went to the lady who bought phone,the lady already inserted her SIM card,there’s no box or the original package but they gave her the phone.Called MTN to inform them about the incident and I concluded by them I can’t use the device and it’s already been used by someone else,they delivered it at the wrong address.They said they will call me back that was 4pm still waiting for the call.The phone already been insured for this month but I haven’t used it.