No assistance from MTN regarding my insurance claim.

In the second week of December 2017, my phone - LG G5 - was unfortunately by accident.

Thankfully I always insure my handsets - or so I thought I was covered it seems?

I submitted my claim as per request to Pinnacle marketing - by instruction from MTN and the Pinnacle marketing consultant - Wayne Hendricks first assisted me and told me that the situation should be sorted out as he confirms record of my policy and such like.

A few days later I began to wonder when they would pick my broken handset up or what the next step in the process was or what was even going on.

I was then informed by another person at Pinnacle Marketing that they needed confirmation from MTN regarding the premiums on my insurance.

On the 17th of December I was emailed by Lungani Duma asking if he may call me, I rep**** immediately "Yes, you may call". Lungani never called me.

I then tried to follow up with Pinnacle marketing until the 8th of January when I was finally contacted by Kaylin Sampson asking what the issue was as she was informed that I had received a new Iphone handset on the 2nd of January 2018.

I had not and they had now confused my claim with another clients and despite my constant requests for an update or a call from a superior, not one person has bothered to actually try and solve my problem.

I have diligently paid MTN every month without fail. I signed the necessary documents and sent them through to Pinnacle marketing on t he 16th of January 2017 - with a receipt email from Pinnacle as well. I have always covered my handsets in case of loss or theft. I have never missed a payment with MTN. I have sigend and forward all required documents.

Why am I as a long standing client being ignored by MTN?

This morning I sent an email asking for an update regarding what is going on with the situation, neither Lungani Duma, Kaylin Sampson, Warren Hendricks or Mamotea Mokoatle have bothered to contact me and assist me any further.

I have been a loyal MTN client for about 20 years - this is the only contract and cellphone number I have ever had and use. This is obviously a clear indication of how MTN does not care for its clients or customer service.

Absolutely pathetic.