POOR Customer Service from MTN staff

I Rebaone M Mothoagae. I lost my phone iphone7 on Friday the 24th March 2023, called MTN call center for ITC Number and I got assistance with immediate effect and lady advised me to go to the police station first for affidavit then to the nearest MTN store for claim. i went to Cresta Mall MTN when got there, One lady whom I cannot recall her name gave me forms and say I must fill them myself and email to the email address that shows at the bottom of the forms she cant do that for me the procedure has changed. I tried to explain that I just lost my phone now how am I gonna scan those document when I do not have a phone "her response was I can even go to any internet café" that is poor customer service no1. Then I left the store.

I went to Post Net after I fill the documents in to can it to my email so that i can forward them to '*** same day on Friday the 24th March 2023 and i received an automatically response message with a ref no #***. On Tuesday the 28th March 2023 I called the number on the email message mentioned for enquiries to confirm if my claim forms and affidavit where received ***). I spoke with lady by name of Issabel or Asande i cant recall her name exactly but luckily calls are recorded, she told me, she cant find my forms i should resend to '*** which I did immediately after the call I received new ref no # *** so confusing now.

Wednesday this morning 29th March around past 8am I called for confirmation of my forms spoke with Vusi so rude and impatient towards me. I explained everything to him, he asked me security questions etc i responded...he could not find my claim form again, i had to cold for almost 10 minutes he came and told he found them I short ID copy to proceed my claim which I was not told about it at the MTN store. Asked Vusi don't you have a direct email address where to send my ID copy so you can start with claim? his response was no use the same email address you sent your document with.. I asked him to hold on the line while I am sending it... he said it wont appear immediately should call after an hour, my airtime, my time. After few hours called spoke with Lebogang/Boitumelo she checked ID copy not received yet she gave me a direct email address to send to, which Vusi failed to do... I have been with MTN for decades now and honestly some of your staff lack customer service. I am fully aware that i am not the only client lodged a claim but i do not expect gore ke isiwe kwa le kwa whenever i do a follow up. Hope you will attend this matter or clients will leave MTN network without even explaining to anyone. MTN is a big brand that need to be protected at all time and other staff members don't do that. No CONSISTANCY. My Contact details are on the claim form for any clarity.