I purchased two phones from MTN on the 21st May 2013 and immediately insured them with 24 hr Mobility. My wife was still in Botswana at the time so I packed away her phone until she came into the country. Towards end of May I found someone going to Botswana and i gave them the phone to go with. It was on a Thursday when my wife got the phone and on Saturday during work event she lost the phone. We got the police affidavit and blacklisted the phone and the sim and reported the phone to 24 hr Mobility. To my surprise I was then told that the phone was using a different sim therefore the claim was declined. I remember my wife calling me with the number to test if roaming was activated while in Bots. I also went to MTN in woodmead to check what events they registered on their system. There is an event on the 30th / 31st (cannot remember accurately) while the phone was already in Bots that MTN recorded. 24 hr Mobility tells me the phone was using a different sim but do not give me any prove to that effect. I have contacted them tons of time but none of the decision making managers are willing to engage me. I need the claim to be approved. it has been 3 months now.
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