Replaced with a device that I was not insured for. From single sim to the problematic dual sim

Good day,

We have insurance with MTN for 2 Huawei Mate 8 (single sim phones). We lost our phones and got new phones delivered to us on the 1st and the other one on the 4th February 2019. Everything was right untill we realise when checking the settings that the replacement phones were dual sim phones and the devices we insured were single sim phones. We do not want these phones as we do not prefer dual sim devices. My wife called the insurance company to tell them that we dont want these phones as no one communicated with us that they will replace us with dual sim phones which we were not going to accerpt if that was communicated. She spoke to the call centre supervisor which could not assist and then later spoke to a lady by the name of Nqobile who is also one of the supervisors. My wife explained everything to Nqobile to tell her that we dont want these phone, the lady blocked her telling her that the supplier will not be able to accept these phones as they are not faulty. Nqobile was told why we dont want these phones and she said our complaint was not valid to them because they gave us Mate 8 phones still. The devices we got are in a good condition and we want new Mate 8 single sim phones as we were insured.

If we wanted dual SIM phones, we were going to buy them from day 1. MTN is a communication company, to my surprise no one communicated that 'okay we don't have the exact kind of device that was insured so we will give you something that is almost the same as it'.

Nqobile told me that the supplier won't accept these phones because they have been opened, she was not even willing to speak to the supplier. She just said they will not take it, but the question is: does the supplier know that the client that they are replacing is for MTN and MTN does not sell dual sims? "The only thing we kept hearing from her were excuses and unfortunetly this and but that" that lady had no customer service, her customer service is on ZERO.

I asked for the suppliers bnumber and she refused and wanted to call the supplier for me. I asked her not to as all she ever said was excuses so what was she going to say to the supplier that was going to favour us and the policy holders who were not communicated to inconnection to the changes. I asked for her managers number which she refused and gave me an email adreess. I sent an email to the supervisor by the name of Samantha Hosley explaining in detail what my issue was. No responce or aknowledge that she received my email, 2 hours later, I called they claimed she was in a meeting. at 1pm (08/02/2019) I called again she was now on lunch, at 4:30pm I called again she had knocked off and left a message with Nqobile that they cannot collect the phones from me as my complaint was not valid to them they can give me and email address where I can complain. Where is customer service here, communication? I keep stressing this because MTN is a communication company. On the email I asked if we should stop using the phones till they resolve our issue and there was no respond.

Both the phones are being used, we would like to send them back The phones are not OBF's we just don't prefer dual sims, if we did we were going to get our phones from Telkom. I don't know what you will do but I know that if these phones are not going to be taken back by Monitor, I will take this up. I'm not letting this go

MTN DOES NOT SELL DUAL SIM PHONES SO WHY REPLACE OUR ****** PHONES WITH DUAL SIMS.

Name: Vusumuzi Madonsela Numbers insured ********** 786 and ********** 788