Wrong information on their database.

Nokia Lumia 1020 was issued upon upgrade on 14 May 2014. The option were offered to me to add insurance on my handpiece. I took the offer. An amount of R70 were deducted monthly from my bank account. This is the 3rd time that I upgraded my contract. I always take the option to have insurance. The current manager who assisted me previously also confirmed that I always take the option of insurance. Previously I used a pre-paid account. On 10 December 2014 my handpiece were damaged and I went to MTN to arrange for repair. Upon handing in the Claim form, 24 Hour Mobility informed me that the change of my handpiece were never done. Insurance was still for the old phone which were a Samsung. The original forms are not available on site and have to be requested from Nelspruit. The Area Manager from Nelspruit were contacted and he informed me that MTN Lydenburg have to request the completed and signed insurance form. As to this date I have not received any feedback from MTN Lydenburg. My request is that the original forms must be send to MTN Lydenburg. MTN Lydenburg never updated the change of handpiece. In the past I never did it myself and they informed me that they will update. Thanks