The insurance is ***********

I am complaining regarding MTN insurance. I initially took out insurance with MTN in 2017 for a Samsung J7 after the contract ended I took a new contract for a Samsung S9 and requested for the insurance to be moved over to the new phone. Last year 2019 I submitted a claim after I got ******, instead of getting the same S9 I was advised that I’m under-insured and I must choose a phone worth R5000 that’s when I took a Samsung J8. ( I was never advised/given an option to increase the premium when I requested for the insurance to be moved to the S9)

Anyway, I have now lost the J8 and reported it but I’m experiencing problems with submitting a claim. I spoke to Ntombi this morning who advised that she doesn’t see if I have insurance or not and promised to check and give me a callback, which she did not. I called the second time and spoke to Mbali and she said there’s nothing showing and when I asked if she doesn’t see the claim I submitted last year she said there’s absolutely nothing.

I called the third time and spoke to yet another Mbali who checked for me and said my insurance was cancelled last year on 08 August. I asked how was it cancelled because I never requested for this to happen and the premium is still being deducted from my account on a monthly basis, she advised that she’ll send a request for all relevant details then they will get back to me.

Unfortunately I am unable to wait for MTN, I need this resolved effective and immediately. It is not my problem that MTN is ***********, I need all of this to be resolved no later than today and if nothing is being done I’m canceling all the contracts I have with them and will take this further to the ombudsman. I will not accept this from them as I have been a very good and loyal customer and I’m expecting the same from them.