Unresolved MTN Insurance Complaint

HelloPeter

A defective device was delivered to me, which occurred through no fault of my own. I immediately logged a complaint, and the device was collected on 5 December for assessment.

At that time, I was advised that the assessment would take 5 working days. Once that period passed, I was then informed it would take 7 working days instead, yet to date there has been no feedback, update, or resolution provided.

A supervisor advised that she would call me back on Monday, however no call was received. When I contacted MTN again to follow up, I was informed that she was not in today, with no proper handover to another agent or supervisor to assist in her absence.

I believe I have been patient and understanding throughout this process. However, the continued lack of communication, shifting timelines, and absence of accountability have made this situation unacceptable.

Due to the pending assessment, a replacement has been denied, leaving me without a working device for an extended period. The device was urgently needed and was intended to be a Christmas gift, which has now been impacted due to these delays.

I am requesting urgent intervention, a clear update, and defined next steps. Should this matter not be resolved promptly, I will have no option but to escalate this complaint to the relevant Ombud and consumer protection bodies.

I am willing to provide all required details privately.

Regards Kayleen