Pathetic Service!

Earlier this year I chose to upgrade my MTN contract to a Samsung note 10 Lite after being approved online, however I decided to cancel the upgrade and made an arrangement with the courier service to return the package to the MTN warehouse.

I was informed by my service provider that I would need to wait a few days for the package to be received in the warehouse and call Mondo/Rewards Co to verify and close the application. Upon doing so I was given an RMA# and was directed to an MTN store to process the "early upgrade cancellation". The consultant at the MTN store followed the necessary steps that had been given to him by a Mondo consultant, however on their system it still does not allow for the "early upgrade cancellation" as the profile/upgrade status shows open. See attached video and image.

My frustration is that I have been bounced around from service provider to service provider, consuming much of my time and call costs, with very poor service and no resolution. I wait hours on the phone only to my disappointment. I do not receive any follow up calls or feedback.

I am disgusted and annoyed at the level of service received from all parties not knowing how to resolve the matter and not escalating it. Weeks and weeks are passing by.

M I Bhayat