MTN is ripping me off!!!

[MachineGun]

Hi Guys.

Hopefully someone can point me in the right direction. This is what happened to me.

I upgraded my contract in April, and received a Galaxy S5. We went to the MTN store at The Glen shopping center shortly after receiving my new handset, to inquire about the insurance on the phone. While we were there, i took out the phone told the consultant that we just received the phone and would like to know if it was insured, and can we add a Galaxy Gear 2 to the contract. The consultant immediately told us no, we cannot add the watch but then looked on her system and said that we have insurance on the phone. We left it at that and left the store.

The phone was stolen a couple of weeks later and we submitted a claim and all the necessary stuff to MTN Insurance. After 2 weeks we received a letter stating that they are rejecting my claim due to the fact that the phone insured is my Galaxy S3 and not the Galaxy S5. And that it is solely my responsibility to ensure that the administrators are informed of any changes.

I then went back to The Glen MTN and asked for the manager. I was informed by the manager that they can see there is insurance on the line, but cannot see what phone is insured. Now my question is this. Surely the consultant should have told me this instead of confirming that my device was insured. She should have advised me that i should phone the insurance dept and that they cannot see what phone is covered.

Now the store is saying that they are not accepting any liability for this. The insurance company says I am at fault because i should have phoned MTN insurance and not have gone to the store. I somehow feel that MTN should come to the party and cover my loss because of the negligence and false misleading information i received from the consultant in the store.

I would really like to hear from you what your thoughts are and maybe a solution to my problem.

 

[Y'ello Crew]

Hi there,

Please PM us your cell number and a bit more info on this. Please also send the names of the people you speoke with(if you can recall),we will see if we can assist with this.

Kind Regards,
Sivuyile

 

[unobeat]

Did you not receive any documentation of the insurance for the S5, i think the consulted that checked for you on the system and informed you that you were informed did not give all the details failed on his or her part.?

 

[RichardG]

Did you not receive any documentation of the insurance for the S5, i think the consulted that checked for you on the system and informed you that you were informed did not give all the details failed on his or her part.?

Not sure how MTN insurance works! When I normally buy any phone from Edcon stores(Jet, Edgars, CNA), you have to sign a document consultant puts description, imei number of device and you have to tick on the appropriate tick box if you would like to take out insurance or not.

I blame the OP for not contacting MTN Insurance directly to get more information if whether the current device he has is insured or not.

Normally you do sign on the dotted line - acknowledging their terms and conditions.

 

[isie]

OP you would have either signed a document accepting insurance or signed another saying you declined the insurance.

So which one you remembered signing

 

[MachineGun]

Hi RichardG.

According to the CPA you as a consumer can assume that the supplier is liable and informed to give you any advise regarding the services or products that are sold by them.

Our previous phone was insured at the store. They actually still do insurance in store. The reason i received from the store manager is that they hold on to long for the insurance department( which is still part of MTN). She said to me that you sometimes hold on for hours( She was not Lying). That is why they sometimes they would ask the customer to phone the insurance department themselves. This also explains the lack of effort from the consultant when we visited the store.