Abysmal service from MTN

This was sent to MTN about 4 days ago. Still NO response

In February this year (exact date not recalled) I was called by MTN offering a package including a laptop, bag etc, which I telephonically accepted. The laptop was delivered a few days later on 5th February, and I subsequently reconsidered the laptop (opened the box but did not open the laptop packaging). I returned the laptop to The Glen MTN Centre on 8th February on return document number *** (copy attached for your ease of reference). When I returned the laptop to the store, I was not advised that any further steps would be required to cancel this “deal”. My account was debited at the end of February (+-R200), to my surprise. On 7th March I contacted the MTN Call Centre and spoke to Zanele Tshabalala and explained the situation. She asked whether I had sent the relevant documents through to MTN, to which I rep**** No, as I had not been advised of the same. On 9th March I emailed the requested documents to Zanele Tshabalala, who then forwarded them on to Zanele Shabalala, subsequent to which I have not heard another solitary word from the Zanele duo (how surprising….) (copy of these emails attached). At the end of March my account was once again debited, for an item which I have not had the use of, and had been returned to your Company some 7 weeks earlier – doesn’t sound particularly fair at this particular point in time. On 1st April, I emailed once again to both Zanele’s, of the infamous Zanele duo referred to above, requesting an update on the status of this issue (copy of email attached for you ease of reference). I am still awaiting ad nauseum a response to this email. On 4th April I emailed MTN Customer Care (***) and Zanele Shabalala, explaining the whole sorry saga and once again attaching copies of the documents originally sent to Zanele Tshabalala. I also forwarded various previous emails to Customer Care and the Zanele’s but will not detail these here. On 9th April I received an email from MTN Customer Care (***) sent by Nteseng Mocheku (reference Number ***) requesting my ID Number, MTN PIN, Address, work phone number and bank, which were all sent through on 15th April. Subsequent to this email, I have had no further correspondence from this person. On 21st April I received an email saying this had been escalated to the Sales Department (Reference Number ***). On 9th April I received another email from “***”, which I assume is part of your organisation, apologising for the delay in response due to the coronavirus outbreak – seriously, the laptop was returned a month or more before the pandemic… On 23rd April I received another email from *** (Reference ***) asking me to “kindly explain the nature of the query ”as there is not enough information on the email”. What exactly is the matter with your Company and your employees? Look at the bull**** above and the lack of progress despite multiple interactions, emails, phone calls (which are not even reflected in the above summary of events, but which I am sure you could trace via your voice recordings which will provide you with further input into commitments made by your employees which, as expected, were not upheld) etc from my side. The last email of 23rd April is a gem, what exactly do you not understand: -I returned the laptop on 8th February -You are charging me, and have not credited me for this despite submission of requested documents – STOP CJSTGING ME AND CREDIT WHAT YOU HAVE ALREADY INCORRECTLY CHARGED ME -You have delayed this and wasted hours and hours of my time -Your company and employees are *********** and do not follow through on their commitments -The above is not complicated -SORT IT OUT!!!!!!!!!!!!!!!!! SIMPLE And do it quickly. And don’t come up with any other lame, bull**** excuses (like we don’t have enough information) about why you can’t. I am sick and tired of this saga and dealing with incompetence at a level which is quite unbelievable to me for a company of your size and supposed reputation – it’s been almost 3 months since the laptop was returned. If you feel you can find someone in your organisation that displays a glimmer of competence, and can inform themselves on the fact of this issue fully and correctly, they can feel free to call me to apologize for your abysmal service and attempt to restore some degree of credibility in your company, failing which I will use every opportunity to tell who ever I can how useless you are as well as forward details of the above to the Consumer Protection Council, Carte Blanche and Hello Peter as you are clearly in breach of the South African Consumer Protection Act. Susan