Mtn
Informing customer of process for new sim card

My cell phone was on Saturday 04 May 2013. As soon as I realised I phoned Mtn call centre to report and block the sim card/blacklist the cellphone. I did this and received the ITC number. I told the agent on the phone that I took insurance with the phone when I got it at the store. She said she can't help me I must look for the papers it came with. She said nothing else. I eventually found a number to phone and was told to open a case with the police for the insurance. I was then informed my claim was approved and that I could collect my new cellphone at the Mtn Hillcrest store on Thursday 09 May 2013. I had now been without a cellphone for 6 days. When I arrived to fetch the phone the consultant told me that he could issue the phone but not a new sim card as I needed an affidavit. Not once in my conversation with the call centre or anyone was I informed that i addition to a case number I needed an affidavit for a sim card. This meant an extra delay in getting the sim card and an additional trip to the SAPS. If I was informed telephonically this all could have been avoided. When I complained to the store consultant he was not too bothered and basically ignored me

Company: Mtn
Country: South Africa
City: Durban

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