This is not the MTN I served for 7 years, during my tenure customer's were paramount we wore the badge of honor of being proud that our blood was yellow.

Item: MTN South Africa
Rating: 1
Author: Wandile Z

Writing this review breaks my heart for the company that groomed me and probably made a powerful role in my professional life, I served MTN EBU as a Senior Accounts Manager (KZN Public Sector from 2***) all I did was over achieve targets achieving nothing less than 320% above target YAYO ( year in year out) I understand the insurance policy better than anyone as I had more than 2000 devices insured during my time, when my wife was looking for a contract service provide I recommended MTN, based on the service the company provides, she took a contract with insurance Iphone 12 pro max, with insurance, months later she took another contract Iphone 13 without insurance. Last month on the 25 August 2022 we moved in to our new home 32 Sylvan grove Umhlanga Rocks, on our first day moving we had a break in, they stole items over 100k, my wifes phone Iphone pro max, her Macbook Pro, my Tag Watch, my Iphone 8, my car keys, jewelry, Apple Watch, ID's license and bank cards, the culprits didn't end there they broke into 2 neighboring houses.

Now all these other devices were not insured with MTN's insurance, when we processed the claim with guardrisk the first thing that was said to us was that, the insurance is not active, between the 2 of us we make a good leaving that alone left a bitter taste, eventually after 2 weeks claim was getting processed , i had to intervene as Guardrisk were being hostile towards my woman we were the victims,

We were working closely with the cops since we can track the device with i cloud , without digressing we provided MTN / Guardrisk with every information including the Detective whose on the case and witnesses who saw what happened,

Response we got was that, "there's no proof of false entry" we are no ******** masterminds, we have every proof that the phone was pinging at our home in the early morning, however when we woke up our sliding door was open and account cards were ******, it's unfair to ask us how did the ******s broke in while we just moved into a free standing house and we made sure all was locked yet treat us as *********.

We have send screen shorts conversation with police to guardrisk and they were bold enough to tell us that they did not call cops/detective in charge of the case, how are you rejecting a claim without calling detectives who were on the scene to confirm that 2othere houses were broken into, it's a sad and disappointing behavior , below I will post some of the mails we got from guardrisk with a ticket number :

From: Thulisile Mathabathe <***> Sent: Monday, 19 September 2022 11:45 To: Wandile Zulu <***>; Disputes <***>; Nomonde Zondi <***> Cc: *** Subject: RE: [Ticket ID: 204137] mtn iPhone12 Promax Claim

Hi Wandile, This dispute is receiving our highest attention. It is still in review we will revert. Thulisile Mathabathe Non-Life Technical Claims

T: +***3 E: ***

From: Wandile Zulu <***> Sent: Friday, September 16, 2022 11:49 AM To: Disputes <***>; Nomonde Zondi <***>; Thulisile Mathabathe <***> Cc: *** Subject: Re: [Ticket ID: 204137] mtn iPhone12 Promax Claim Check the attachments! In my previous mail! Get Outlook for iOS ________________________________________ From: Wandile Zulu <***> Sent: Friday, September 16, 2022 11:47:57 AM To: Disputes <***>; Nomonde Zondi <***>; Thulisile Mathabathe <***> Cc: *** <***> Subject: Re: [Ticket ID: 204137] mtn iPhone12 Promax Claim Hi Seems like you guys are looking for reasons not to pay, they unlocked the sliding door call the guy handling the case *** Moonsamy See attached, let me know asap as mentioned I'm prepared to escalate this if it means involving MTN CEO and court, 3houses we're broken into ! And not phones were the only thing ****** ! Let me know soonest , we aren't ******** masterminds we are the victims ! Regards Wandile Get Outlook for iOS ________________________________________ From: Disputes <***> Sent: Friday, September 16, 2022 11:33:16 AM To: Wandile Zulu <***>; Nomonde Zondi <***>; Disputes <***>; Thulisile Mathabathe <***> Cc: *** <***> Subject: RE: [Ticket ID: 204137] mtn iPhone12 Promax Claim Hi Wandile, I am looking into this query however this is a very difficult one. The policy requires proof of forceful entry. So, without that we are unable to proceed with the claim. Upon our telephonic discussion you had stated that you do not know how entry was gained. Were the gates locked? Was the sliding door locked? Is there any proof that you can provide us with ? Maybe a police report that the SAPS is using to investigate the breakin? Thulisile Mathabathe Non-Life Technical Claims

T: +***3 E: ***

From: Wandile Zulu <***> Sent: Friday, September 16, 2022 10:52 AM To: Nomonde Zondi <***>; Disputes <***>; Thulisile Mathabathe <***> Cc: *** Subject: Re: [Ticket ID: 204137] mtn iPhone12 Promax Claim Hi Thulisile How far is this query. Regards W Get Outlook for iOS ________________________________________ From: Nomonde Zondi <***> Sent: Wednesday, September 14, 2022 2:09:14 PM To: Disputes <***>; Wandile Zulu <***>; *** <***> Cc: *** <***> Subject: RE: [Ticket ID: 204137] mtn iPhone12 Promax Claim Hi Thulisile Find attached as per your request. Regards Nomonde From: Disputes <***> Sent: Wednesday, September 14, 2022 1:03 PM To: Disputes <***>; Wandile Zulu <***> Cc: Nomonde Zondi <***> Subject: RE: [Ticket ID: 204137] mtn iPhone12 Promax Claim You don't often get email from ***. Learn why this is important

Hi Wandile, I have been trying to call you. Can you call me back? Thulisile Mathabathe Non-Life Technical Claims

T: +***3 E: ***

From: Disputes <***> Sent: Monday, September 12, 2022 2:01 PM To: Wandile Zulu <***>; Disputes <***> Cc: *** Subject: RE: [Ticket ID: 204137] mtn iPhone12 Promax Claim Good day Wandile, Thank you for contacting Guardrisk. Kindly note that we are reviewing the matter. Please allow us up to 5 working days to resolve. Thulisile Mathabathe Non-Life Technical Claims

T: +***3 E: ***

From: Wandile Zulu <***> Sent: Monday, September 12, 2022 1:57 PM To: Disputes <***> Cc: *** Subject: FW: [Ticket ID: 204137] mtn iPhone12 Promax Claim Hi Thuli Thanks for calling find attached document you can open it using ATS125753 Regards Wandile Zulu Senior Specialist KAM: Public Sector & Coastal Region | Durban | ***

D: *** | M: ***

For assistance please contact us on any of the below channels: +***5 ***

From: Nomonde Zondi <***> Sent: Sunday, 11 September 2022 22:07 To: Wandile Zulu <***> Subject: Fwd: [Ticket ID: 204137] mtn iPhone12 Promax Claim FYI. ---------- Forwarded message --------- From: MTN Claims <***> Date: Sat, 10 Sep 2022 at 12:26 Subject: [Ticket ID: 204137] mtn iPhone12 Promax Claim To: Nomonde Zondi <***> Cc: <***> Good Day, I hope all is well. Kindly note your claim has been reviewed by Guardrisk and they have found that it does not comply with the terms and conditions of the insurance policy. Unfortunately your claim cannot be honoured. Please find attached hereto the letter from Guardrisk. Please do not hesitate to contact us should you need further assistance. Kind Regards Matshepo

Ticket ID: 204137 Subject: mtn iPhone12 Promax Claim Priority: Medium Status: Answered To enhance your claims journey, you can now log and track your MTN Device Insurance claim on our MyMTNApp. Download the app from your Playstore or App Store now https://mtn.io/cp1kz1 This letter and the attachments are confidential. Do not keep, copy or distribute them if you are not the intended recipient. Please destroy them and notify *** Internal All Employees This electronic message, including any attachments, is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged or confidential. If you are not the intended recipient, please notify us immediately by replying to this message and then delete this message from your system. Any use, dissemination, distribution or reproduction of this message or any attachments by unintended recipients is unauthorised and may be ********. We have taken precautions to minimise the risk of transmitting software viruses, but we advise you to perform your own virus checks on any attachment to this message. We do not accept liability for any loss or damage caused by software viruses. Click here to access the Guardrisk Email Policy. You can access the Guardrisk Privacy Statement here

Warning : This email attachment could not be scanned because it is encrypted. Internal All Employees This electronic message, including any attachments, is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged or confidential. If you are not the intended recipient, please notify us immediately by replying to this message and then delete this message from your system. Any use, dissemination, distribution or reproduction of this message or any attachments by unintended recipients is unauthorised and may be ********. We have taken precautions to minimise the risk of transmitting software viruses, but we advise you to perform your own virus checks on any attachment to this message. We do not accept liability for any loss or damage caused by software viruses. Click here to access the Guardrisk Email Policy. You can access the Guardrisk Privacy Statement here

Internal All Employees Internal All Employees

This electronic message, including any attachments, is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged or confidential. If you are not the intended recipient, please notify us immediately by replying to this message and then delete this message from your system. Any use, dissemination, distribution or reproduction of this message or any attachments by unintended recipients is unauthorised and may be ********. We have taken precautions to minimise the risk of transmitting software viruses, but we advise you to perform your own virus checks on any attachment to this message. We do not accept liability for any loss or damage caused by software viruses. Click here to access the Guardrisk Email Policy. You can access the Guardrisk Privacy Statement here

Internal All Employees

Helpful (0)

Replies (0)