Poor Service Delivery

I lost my phone on 26 April 2024. Called the call centre to report this and was told to go to the police station to get an affidavit and send this with my ID and claims form, I was told that I could submit everything at the store. I did all of the above, the store/area manager assisted. It was a struggle to get feedback after waiting for the blacklisting reference number for almost a week. Resending documents I received an email that a claim form was not completed! How did the area manager not know that I needed to complete a form??? If I don't email or call I don't get any feedback from anyone. I have been following up numerous times without any joy. 2 weeks later I email the area manager again for an update just to be told that I should call the claims department yet again. When the call is finally answered after the very long voice recordings, the call centre agent sounded like she is busy with something else before eventually speaking with me! I was told that I need an OB reference number from the police before they can proceed with my claim??? It took them 2 full week to let me know that I must return to the police station for this??? Would I have known this if I didn't follow up again??? I ended up insisting to speak to a manager Solie who promised to assist me faster once the OB reference number is received. I must now "email and follow my email with a phone call else there would be another delay", as per the manager. She promised to sort it out quickly, will see how that goes when I come back from the trip to the police station again!

I am 50 years old and I have never ever received such pathetic service in my entire life! I regret ever dealing with MTN. The Debit orders are always deducted on time but one has to beg and plead for Service which is always lacking. Highly Irritated!!!