Repairs nightmare

Good Day

I have logged a claim with MTN insurance and thought that this time the service would be better than the last however it is even worse!

On 14/06/2022 my phone stopped working as it was refusing to charge. I went to MTN Campus Square and was met who was not too eager to work that day who refused to help and insisted that my phone was not insured, I called MTN while in the store and they confirmed that the phone is insured and advised that the lady should give me a form to fill out and would be assisted from there. I filled out the form and emailed it to the insurance on the same day 14/06/2022.

On 17/06/2022 I received an email requesting that I pay an excess amount of R150, which I did on the same day. I waited for the phone to be collected by the courier which was done on 21/06/2022.

Being the patient customer that I am I waited for feedback from MTN from 21/06/2022 to 27/06/2022 and as I had yet to receive any feedback I called MTN and was notified that they had not begun to work on the phone as they were waiting on the phone password, no one from MTN had requested this or bothered to call, I then asked why this wasn’t communicated and the response I got was that it is the onus of the customer to check their phone - 😳

This service is so appalling as it has been 2 weeks since I logged a claim and I still have no feedback on when the phone will be replaced/repaired. MTN has made this process so difficult by affording me no communication during this period - of which I had to organise a loan phone for myself seeing that no claim is treated with urgency!

I also do not understand how the phone is being repaired AGAIN for the 2nd time around with a similar issue, it is surely evident that the phone should be replaced as I do not wish to go through this process for a 3rd time around,