POOR SERVICE

I took insurance with MTN insurance Company. My phone screen cracked, which I informed them about it and they advised I pay R150 access fee which I did to repair the phone . They took the phone on the 14th of December 2017 and from then never had an update from them well I kept quiet about it provided it was a holiday month . Then only on the 3thrd of January 2018 I got an sms to say your phone is with the repairer being assessed. Then Friday the 5th 2018 I called to follow up , only then I get to find out my phone can not be repaired due to economical issues which I didn't understand because it was only the screen the phone was still new and working fine . They then said we will give you a new phone but you need to pay another R150 and to actually think of it if I hadn't called to follow up how would I have known my phone cant be repaired . Anyway the consultant explained that the other R150 is to access a new phone an access fee is R300 for a new phone hence I have to pay another R150 on top of the one I had paid . On Saturday the 6th of January 2018 I deposited the R150 they wanted . Monday the 8th called again to follow up consultant confirmed they received the money but there is no stock at the moment I should call the following day , I did so the consultant confirmed the stock is available and I should be getting my phone latest Thursday the 12th of January 2018 . Thursday came no delivery was made . Called again Thursday before close of business day spoke to a different consultant who assured me the stock has been sent out I should wait till Tuesday next week which was on the 16th of January 2018 , still Tuesday came no delivery , called again that very same Tuesday since no one is updating me of what is going on spoke to another different consultant he said the same thing stock has been sent out latest Thursday u will get your phone I asked for a supervisor or manager Lungile Manzini the team leader came and spoke to me and I explained the bad service and lies I have been receiving for the consultants she said she will speak to the supplier her self. She came back to me saying the phones will be delivered Wednesday which is today 17th of January I should get my phone latest Friday. Today Wednesday 17 January 2017 Lungile called saying they have a problem with the supplier they don't know when will the phones be delivered what they can do is to offer me a Samsung S7 edge or a i phone 7 both 32GIGS , I refused because they not offering me something better as I was using the new P10 plus . Been calling the whole day with my airtime in the middle of explaining what is going on and giving my details their phone would cut off , and I have to call again wait in the quee get someone new and explain again what my problem is , no one bothered to call back or anything . Also spoke to Andy from logistics and he didn't help because he offered the same phone I don't want which is a S8 I then I asked rather you offer me a S8 plus they refused . Called again spoke to another consultant he said to me I have to wait its not their fault now its the suppliers fault . I'm very unhappy because I pay them every month and on time I pay R215 for insurance and I expected a good service from them instead been told lies , I'm the one calling all the time for feedback no one bothers to call me to tell me what is the real issue and why when it got to my delivery the phones got finished as Lungile said to me and why I'm I not informed of what is going on and why the lies from the consultants . They only concluded that I have to wait since I don't want to take the phones they offering and they don't know when will the stock be available meaning I can wait another month with no phone . At the same time it ain't like they will not deducted the insurance money since I don't have the phone with me , basically I'm paying for a **** service and to be treated as if they doing me a favour and as if the service I'm getting is for free , where by I'm paying every month and on time to be treated this way .

Hello Peter you are my only hope to get this sorted out I don't know who to speak to hence when I ask for someone higher in charge I'm told the person is not available to take my call . I deserve better service as a client. Please help as I might not get the phone anymore they will keep coming up with stories .