Unsatisfied and Disgusted MTN Customer

<p>To whom it may concern</p> <p> </p> <p>I bought my contract phone Huawei P9 lite, ********** 095, IMEI: ********** ********** on 12 November 2016 at MTN, 133, Centurion Mall, Hendrik Verwoerd Dr, Centurion, 0157, with Telephone number: ********** , I was assisted by MTN consultant Ms Doris, Ms Doris assisted me to apply an insurance for my phone on the same day. On 05 January 2017 my phone was ****** and I went straight to MTN to report it and I was assisted by Itumeleng then the first thing she told me was that my cellphone number doesn’t appear on their system. She told to come back the next day, then she just blocked the SIM card. The next day I spoke with Doris and when she checks my cellphone number on their system it was not appearing. I asked Doris to check if insurance was active or not because on December 2013, insurance didn’t deduct their monthly premium and I did told her about this matter before my phone got ******. I followed –up with Doris and she advised me that my insurance application is still in process. I ask Doris the way forward because my phone has been ******. I suggested that we contact MTN customer service to blacklist my phone BUT Doris refuse to blacklist my phone stating that, the insurance must investigate first before I blacklist my phone. The whole week I was so stress out been to the MTN office all I got was that the insurance is still investigating. On 26 January 2017 I received a call from Thabisa Gobobo who stated that she was from the insurance. She notified me that she has been trying to get hold of me on ********** 095 because on the contract form she didn’t have my alternative number ********** 095. Thabisa asked me why didn’t I report my ****** phone. I told Thabisa that Doris told me not to do that until Insurance is done with their investigation. Thabisa informed me that Doris has provided me with an incorrect information so now I have to email Thabisa ********** the following documents ID Document, Insurance Application, letter from the police and claim form. On 27 January 2017 I went to Lyttelton police station again to open a ******** case with regard to my ****** phone at the police station they required an ITC number before they can open a case. I went back to MTN office and I spoke with Itumeleng then she told me that they can not give me the ITC number because my cellphone number doesn’t appear on their system. Itumeleng contacted their service provider to try and locate the cell phone number, however, I was notified that I need to wait for 72 hours because even on their side it doesn’t appear. What I need from MTN is to receive a new phone so that I can proceed with the contract and deductions on a monthly bases. If it is not possible for me to obtain a new phone from MNT I will require my contract with MTN to be cancelled with immediate effect. I do not understand when they say my number doesn’t appear on their system, however around December 2016 their monthly deduction went through and I received my data and sms.</p> <p> </p> <p>Your help will be highly appreciated.</p>