terrible service from MTN

i am very upset and annoyed as I called them this morning to ask about what i need to do to submit a claim for my broken cellphone.

i was given an ITC number and asked to go to the police station to get an affidavit for a ****** or lost phone. i told the agent (Anthony) that i have the phone and its damaged and need to do a claim as im paying insurance for the phone.

i was told to still get the affidavit done and then to call the insurance company.

when i called the insurance company i was then told to call back to MTN to get my phone un-blacklisted as its blacklisted by Anthony, and they cant do anything for me till its un-blacklisted. the agent kept asking me why i blacklisted the phone but i didnt ask for that.

i called back to MTN and spoke to Prudence who told me that she will help me to rectify the issue. she asked me to then get another affidavit to apply for the phone to be unblacklisted.

this is so ridiculous as i now have to run around and do so much just to rectify a mistake made by them!!!!!

i was also asked why i didnt take the phone to the store to fix - why ask this as the whole point of having a call centre running is to avoid going into the stores.

i was also told that the manager will call back and im still waiting for that call - but received an sms to say that the same call ref for the manager is closed.

i am high risk and its dangerous for me to go up and down to the police station and the stores during this 3rd wave of Covid.

very very very dissapointed!!!!!