UPGRADE COMPLAINT

<p> </p> <p>To Whom it may concern,</p> <p> </p> <p>I have a cell phone contract with MTN which I took in October 2015. I went to a MTN store a few months ago to find out when my upgrade was due. The consultant informed me my upgrade is due in August 2017.</p> <p> </p> <p>On the 12th of June 2017, I got a phone call from Summer Mobile. They explained to me that they are part of MTN, and they want to let me know that I am due for an upgrade. I accepted the upgrade and requested the Samsung S8 as my preferred choice. Later that afternoon I changed my mind about the phone and tried to call them back to ask them to change the phone to a Samsung S8 Plus, however I couldn’t get hold of them. I phoned MTN asking to assist me with this, and the consultants told me they can’t do anything about it, I should sort this out with Summer mobile.</p> <p> </p> <p>On the 14th of June 2017, I received a SMS from summer mobile confirming that the delivery of the phone will be in a few days’ time. I phoned the number on the SMS and asked them to change the upgrade. They said that they will have to cancel the upgrade first and restart the process, which I agreed to.</p> <p> </p> <p>On the 16th of June 2017, a courier company phoned me to confirm that the delivery will be on the Monday, 19th of June 2017. I explained to them that I don’t want that phone and that Summer Mobile was supposed to cancel it.</p> <p> </p> <p>On Monday 19th of June 2017 I received another call from the courier company, asking me if they can deliver the phone. I explained again that I don’t want the phone.</p> <p> </p> <p>That same day I phoned Summer Mobile again. Asking for them to cancel the upgrade. They said it will be done within 48 – 72 hours and that they can only cancel the upgrade once the phone has been returned to the MTN warehouse. Up until today I am still waiting for Summer Mobile to cancel the upgrade</p> <p> </p> <p>When my debit order went off this month for MTN, I saw that my monthly instalment has already been upgraded to the new phone...WHICH I DONT EVEN HAVE. I have phoned MTN today, I explained the whole situation to a lady, then she told me she is going to put me through the cancellation department. When the next lady answered, she told me that I need to sort this out with Summer Mobile. I told her that I don’t want to speak to Summer Mobile because I have been asking them to cancel the upgrade for 3 weeks. She told me she will phone them and find out what is going on. After a while she told me that they want to speak to me, and that she is going to put me through to them. The phone just rang and eventually went dead.</p> <p> </p> <p>I am disappointed with the services from Summer Mobile and MTN. I opened a contract directly form MTN. My contract is with MTN. I wasn’t aware how the third-party company works. Now I find out that whatever Summer mobile does with my account/contract, MTN can’t change it. This means MTN doesn’t have control over my account/contract.</p> <p> </p> <p>In this sense, because MTN allows a third party company to have access to my account/contract, I am requesting that MTN sorts out this issue ASAP. I do not appreciate having to waste my time and money if MTN can’t control their own business.</p>