Why does my MTN insurance not pay for a claim????

<p>I gave my phone in on the 4th of July 2016 for repairs at MTN Cradlestone. Ever since we gave this phone in, nobody have contacted us with regard to it. I had to call MTN insurance to ask them about it, first I got told “oh you need to send a letter because it is for a business” which nobody told us, when we gave the phone in. I did send the letter immediately to insurance queries, then again nothing happened and no correspondence back and I had to phone them again then then I got told “oh we got the wrong email address for you” and the they emailed me the letter asking for R150 which I paid the same day, and I emailed them the proof of payment, then they tell me the phone will be dispatched on Monday 25 July 2016 and will ready to collect at MTN Cradlestone on Wednesday 27 July 2016. On Wednesday, I got an sms saying that he now needs to pay over R7530 to get his phone released. <br />Job Card No. MTCRA ********** When I contacted the ********** 0349 number the person I spoke to said I am responsible to contact the insurance, not sure if this person was serious but I really think it was very unprofessional from them to tell me that. I was told the phone would be ready on Wednesday, it is not my responsibility or the customers responsibility to ask the insurance to settle this. As far as I know the insurance is liable for this payment as they did approved the repair. <br />Surely the MTN repairs department should get into contact with the accounts department from MTN insurance. My business contract is with MTN, the repair was send into MTN repairs and my insurance is with MTN. I have paid a month now for a phone which I could not use. MTN did not even offer a loan phone.<br /> <br />We cannot get hold of the insurance, when you phone they put you on hold and then the call gets cut. I have emailed the insurance asking them for an answer but they ignore my emails, reference to the email: [# ********** 5] <br /> <br />I have logged a complaint on Hellopeter whereto MTN just rep**** they will look into it that was already the 11th of July 2016, they did nothing to assist with the complaint. I also logged a complaint via their website and also got no response.<br /> <br />I am so disappointed with MTN with regard to this issue.<br /> <br />Please contact me directly as I would like to speak to one of your senior managers with regard to this issue.<br /> </p>