Unprofessional Business Practice!!

<p>Being an MTN customer is absolutely a nightmare!!</p> <p>We have a contract with MTN for a cellphone . inception date was in 2015 and the phone has 2 years guarantee . (Contract cell number ********** 415)</p> <p>We lodge a cellphone damage claim last year 2016-September at Alberton city branch, claim was lodge on their system with all required information but the cell phone was not taken in while we were at store, it was advised that we will receive a call for cell phone to be collected which has never happened till date . Consultant assist was Lindiwe Moleleki. she also never provided claim number , No turnaround time . She just said we should use the cell phone number as reference number. (NO TCF app**** )</p> <p> </p> <p>We then made first follow up in November 2016 at the same store Alberton City branch and we were advised that they no longer handler the insurance queries / claims and the provided their new outsource company that handles insurance queries (Pinnacles marketing ) . They NEVER took initiative to assist and call them while we were at the store but made it our own problem! Firstly there was no notification send to customers about the changes ! furthermore there was no update provided over a month ! (TCF was not app**** again )</p> <p> </p> <p>We then contacted Pinnacles marketing , they also informed us that the cell phone will be collected BUT we were never contacted again :-( . We then call them again in March and June . So on 12/06/2017 we were assisted by Sandile Nhlengethwa at Pinnacles MARKETING , who advised that has escalate the matter to their under writing department and they will give us feedback (no turnaround time / reference number provided )</p> <p> </p> <p>As a concern paying customer we followed up again on the 20/06/2017 and I was assisted by Sibusile whom advised that the claim has been repudiated due to time frame claim was lodged , I further asked which date does it reflect that we lodged claim , his reply was on the 12.06.2017 !!!I advised him that the date they have as incident that is incorrect as we lodged the claim same month it was damaged. that’s when he referred us to the Alberton Branch to retrieve our first claim form so they can review our claim !!!</p> <p>I called Alberton city Branch the very same day and spoke to Jeanine whom advised that the person was handling this matter (Lindiwe ) has been transferred to another Branch (Mall of the South ) and they can assist as she has the info is in her USB, Branch manager also Humbulani also couldn’t assist .they only provided Lindiwe's number . When we call Lindiwe she was on sick leave and she couldn’t assist she advised that she will assist when she is back at work . </p> <p>Lindiwe contacted us on the 2606/2017 and confirmed that she has found our first claim form but we should come to store to sign it !!! so inconveniencing !!!! then when I complaint she asked me to call again as she will discuss the matter with her supervisor . later when we called she then advised that it’s okay we should come to the store as they have forwarded the claim to Pinnacles marketing and they will revert to us after 10 days . </p> <p> </p> <p>surprisingly we received a call and we were advised that the claim has been repudiated again after review , reason for repudiation ( software not covered)</p> <p> </p> <p>Insurance procedure was Never followed!!</p> <p>1. No claim number </p> <p>2.No updates </p> <p>3.No specific claim handler </p> <p>4.cell phone never collected for assessment </p> <p>5.No damage report to confirm damages </p> <p>6.No claims form / repudiation letter </p> <p>7.Terms and conditions never explained to customers </p> <p>8.No factual decision made for claims finalization</p> <p>9.TCF (treating client fairly ) Never app**** </p> <p> </p> <p> </p> <p>MTN gave us a pathetic service meanwhile they debit premium every month from 2015 till date!!!</p> <p> </p> <p>Unsatisfied customer</p> <p>Mr. . L Mosia </p> <p>Contact number : ********** 975/ ********** 833</p> <p> </p>