Shocking Service from iStore – Upgrade Delayed Over a Week Due to MTN Verification Issues

I am extremely disappointed with the appalling service received from iStore regarding what should have been a simple device upgrade. Over a week later, the process is still unresolved due to a disconnect between iStore and MTN, with no one taking proper ownership.

The verification button remains greyed out, and I was told this has been escalated to MTN. However, every time I follow up with iStore, I’m told they cannot proceed until MTN resolves the issue. Meanwhile, MTN claims the matter lies with iStore. I’m stuck in the middle, with zero resolution.

My ticket is with Melissa Ceylon, and I’ve been told it’s been escalated to L2 Support – but clearly, that means nothing as there has been no update or action. In the last 24 hours alone, I’ve spoken to over 15 people and been given six different numbers, only to be bounced around with no help and no accountability by MTN

This is honestly one of the worst customer service experiences I’ve had. Nobody knows what they’re doing, and no one is taking responsibility. iStore's failure to support customers and communicate effectively with service providers to promptly resolve matters is appalling.

I am now forced to escalate this publicly in the hopes that someone at iStore will finally take ownership and get this resolved. Only update I get is ' we are waiting too and cannot do anything'