SHOCKING SERVICE FROM MTN CLAIMS!!

Good day,

I wonder if you could kindly please assist, I called through before putting through the claim and queried all that is needed, I was then told that the underwriting process and for them to collect the phone would take 1-4 workings and 1-7 working days for them to fix or replace the phone. I then submitted everything through as requested and followed up on the Monday to query the outcome and collection of the device, with no feedback I asked them to kindly escalate.

I then followed up on the Wednesday as I was told that I should have feedback by then, and was told I will get feedback on the Thursday as they generally receive feedback on Tuesdays and Thursday, I followed up on the Thursday and was told that they have no feedback for me and I will get feedback on the Friday. Again I followed up on the Friday with no feedback, I then personally emailed the escalation team asking for kind assistance to date I have not heard any feedback. I received an email on Saturday the 22nd saying that the claim was with the underwriters. After following up today I was told that there still is no feedback after 9 working days! The claim was initially escalated on the 17th with absolutely no feedback. Should an escalated claim not be dealt with faster that that of a normal one? the promise of constantly being told that i should get feedback to next day has become so frustrating!!

The service I have received has been shocking and this is not the first time and this is why my patience is wearing so thin! I assisted one of my other colleagues with a claim and it took forever to finalize the claim as there requirements requested from the underwriters however no one had sent any communication with regards to this until we had followed up, then for to collect the device took another couple of weeks after numerous confirmations of the address, contact person (being me) and conformation of my contact which they ha, yet used this as an excuse to delay the process or poor service! It is getting rather frustrating as my colleague has been with MTN since 1993.

it is unacceptable that a company like MTN should treat its long standing customers with such disdain and disrespect!

I hope someone from MTN Claims has the empathy and understanding to attend to this matter!