MTN Insurance Complaints - Claim not honored

I took a contract phone with MTN around June and it got lost in August. The store consultants did not explain to me that i needed to use their simcard at all times therefore i was rotating the simcards. I reported my claim and after a week i got a call from one of the consultants saying my claim will be declined and there is nothing that he can do. I then asked for the contact details for their complaints department and he promised to send me an email with the details of my claim and the contact details. It has been a month and a couple of days now and the deduction went through again.

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