Poor communication terrible service

<p>I initially took a contract with mtn la lucia in 99/00. At the time i was offered insurance through the franchise which I took up. The debit order ran as normal and my assumption was the insurance would cover all subsequent upgrades going forward. About 2 weeks ago my phone which was upgraded in February was smashed. Went in to La lucia mall branch where I was told that the insurance wasn't with them and it was in fact with a company called 24 hr mobility as mtn had now sated their own insurance. I received no indication of this. I called 24 hr mobility to claim insurance and was told that the current phone was not covered as mtn had not advised them of the newer phone . The phone that was covered was an upgrade I had done 8 years prior. So now I sit with a problem where mtn refuse to take ownership of this as they say I should have upgraded the phone with 24 hr mobility and 24 hr mobility are saying that mtn should have advised me. Mtn have been avoiding the situation for the last 2 weeks except for one very helpful woman in mtn complaints desk named Sandra.</p> <p>The general manager of the La lucia branch has now stated the insurance was never taken with them and there's nothing they can do. So I have been paying a debit order for the last 18 years and I'm not covered. So as a person that works in a financial company that is governed by the financial services board I know communication needs to be sent to all affected parties which was not done. I'm now paying for a phone with a broken screen that nobody is willing to assist. </p>