Incompetence at Mobileplus

• 25 May - I found out that there was a device upgrade done on my account which I did not do nor was it with my knowledge or consent. • I reported same to MTN by phone and thereafter in writing to:*** • Phoned a few times to the MTN help desk to check progress and after the 3rd attempt I found out that the matter was sitting idle and needed to be escalated. • 13 June - Day 13 - I finally received a response from MTN Enterprise Support Services advising that the matter was referred to Mobile plus • 14 June - Day 14 - I wrote to Mobile plus to request to kindly expedite the investigation as my phone was ****** I needed to do an upgrade. I was advised that the investigation would take time and so I decided to get a loan phone • 18 July - Day 61 - I received a response from Mobile plus advising that the investigation was concluded and confirmed that I may go ahead with my device upgrade. • At this stage I had a loan phone and with news of the iPhone 14 launch in Sep I chose to wait. • 23 Sep - Day 103 – Day of the iPhone 14 launch. Arrive at the store at 6.30 am only to find out that there is still no upgrade available on my account • From the store I called MTN and was advised that it was Mobile plus that did not ensure that the contract terms was reversed on the system. • I was requested to call and deal with Mobile plus to resolve. • I proceeded to call Mobile plus and was advise that the reversal needs to be done on the MTN system and so it is an MTN issue to resolve.

I was not able to get anything sorted over the weekend and lost the hold on the new phone at the iStore. 26 Sep – Day 106 - I get an email this morning from Mobile plus, from the same person who sent me the email on the 18th July (Day 61) advising that the upgrade on this number is still active and should the customer wishes to reverse, please note that they will be held reliable for any charges brought forward as customer agreed to the upgrade. o In response I sent them my billing my latest billing and asked for them to show me in writing or by voice recording where it is that I confirmed such. o Apart from the fact that the same person sent me an email on the 18 July 22 confirming that I may go ahead with my new upgrade.

A level of incompetence is exceptional.