*****

I've been using MTN for almost 4 years now and never had a problem until now. Previously when MTN insurance was handling their insurance call center I've never had a complaint, until December 2016, when Pinnacle Marketing took over. My handset was damaged in October so I sent through a claim for it to be repaired. They later collected the handset on the 4/11/2016. A month went by and I did not receive feedback so I called the center to find out what is going on. When contacting them they advised me of the change and advised me to send through my claim form. My response was that I was not going to send through my form as they should have this information due to having picked up the handset already of which they then told me they would send an email to someone who will help (not sure of who they were emailing). I called in many times and received the same excuse that they took over. Personally I feel if a call center is being outsourced it should not affect the customers, before going live they should have had all the information but that was not the case. A couple of calls in the call center I was advised to call the repair center to see if they still have the handset which I did and was advised by an agent there that it was handed over to the insurance/ courier company on the 10/11/2016. I asked for proof to say that they handed it over and the repair center sent that to me. They asked me to call the courier company to find out if they have it, which I did and they said it was given to the insurance. So I called the insurance again and was advised the same thing as the beginning to send the claim form and that’s when I advised them that I was on maternity leave and did not have the documents or internet access due to having no phone. They referred me to a MTN store where they will pick up my form on the email address. I went to the store and spoke to a lady that was very rude about it. I advised there that I don’t even care if the phone is not repaired anymore they must just send it back, she asked if I wanted to cancel the claim or fill in a new claim form and she will send it through and I must wait, so I asked to cancel the claim and cancel the insurance thinking they would send my phone. Which did not happen, instead they cancelled the insurance but did not return the handset. So I called the call center once again and they wanted the claim form. So when I returned back to work is resent the form and waited as their waiting period is 3-5 working days, I waited two weeks and still had no feedback so I called again on a Saturday and spoke to a supervisor named Nothando Msekpho who asked for me to give her till Monday to find out from both the insurance and the courier company what’s going on because they don’t have the phone. I received no call from her like many others who promised to call and today I’m still waiting for my handset. Both Pinnacle Marketing and MTN insurance are to blame for this; I will never refer anyone to them again and will not be renewing my contract with MTN. I would just like my phone back as I am paying for it.