Absolutely poor unbelievable service.

I have taken up an upgrade of 2 Samsung A32 smart phones on a 2 for 1 deal from the MTN store in Pietermaritzburg 140 Chief Albert Luthuli street on the 05/01/2022. Shortly after taking up the phones, I started having issues with One of the phones and the other was extremely slow, I had a bad experience with the phones as the one that I was using had been dropping network intermittently and occasionally freezing. I called the call centre (135) telling them that I am not happy with the phones that I have and that I want to cancel my contract , they then told me that I have 7 days to do so but it needs to be done at the store that it was taken up at. I called the store on Saturday the 8/01/2022 telling them my story and that I want to cancel my contract, the consultant told me that once the contract is taken up it cannot be cancelled so I explained to them that I have been told that I have 7 days to cancel by the call centre, they then told me to phone the call centre and cancel with them.

I called the call centre again and told them that the store said they cannot cancel my contract and I need to phone you guys to assist me , they then told me that the only people that can assist to cancel my contract is the store that I have taken the contract with. I then called the store again and told the consultant that the call centre told me that the store is the only ones that can cancel my contract and not the call centre as I have taken the contract in store and not online the consultant said that they can't assist so I asked to speak to the supervisor which was unavailable due to the store being flooded so I asked for a call-back from the supervisor. The supervisor called me back a few minutes later explaining that he had contacted his regional manager and the only thing they can do for me is book the phone in to go to Samsung because they purchase the phones from Samsung so it needs to be checked out and it cannot be cancelled he will let me know once the phones return from the technicians on as to what can be done I agreed to take the phones back. I was told that the doors are closed due to the store being flooded but I must come through and the consultant will start the upgrade reversal ticket , I go all the way to the store only to find that it's all locked up and everyone is gone without a curtesy call to tell me that they are locking and leaving.

I went back to the store on Monday the 10/01/2022 with the phones and while I was with the supervisor he was on the phone with his regional manager who told the supervisor to ask me if I will consider taking up another brand to the same value of the contract that I have taken and that the contract can't be cancelled and he will have to wait for feedback from the regional office after the phones are checked by Samsung. The consultant said that she will email me the proof that she's starting the contract reversal ticket. An hour later I got an email from the consultant saying that the 2 for 1 deal cannot be cancelled and that I must be referred to retentions department and referring me back and forth started again. The consultant said she escalated the issue to management for assistance on the 10/01/2022.

I currently have no device and I'm waiting for feedback from staff that don't know when feedback will be given to them from Samsung whom MTN purchased the devices from. I am currently dealing with MTN and not Samsung, whatever dealings MTN has with Samsung should not concern or effect my dealing with MTN, if that was the case then I should have taken up a deal with Samsung direct. I am going to purchase a device as I need a device for work purposes , and I can't wait for my service provider who's waiting for their service provider to deal and give me feedback on my issue. I will take up a brand-new deal with another company and make sure they assure me that I won't go through what I've been through with MTN.

I am extremely dissatisfied with the devices that was given to me , I don't want that device and I want my contract with MTN to be cancelled. I am extremely disgusted with the service that I have received from MTN being a customer from a teenager.

Today is day 16 from the date that I started having problems with MTN. Two days ago I called the consultant for feedback as I have never received a curtesy call from any member of MTN and she told me that the managers and regional managers are in a meeting, I called a day after and I was told that they are busy again.

16 days wait for phone that was given back 2 days after it was taken?

This is really poor from you guys.