Appalling service

Good day, Mtn’s service is shocking. I have app**** in store for a new contract at the Bethlehem CBD branch, 18 Kerk Street Bethlehem on the 31st of May 2020. In terms of the contract I was to be issued with an iPhone 11 pro 128 gig handset. The incorrect handset, iPhone 11 was provided on the 8th of June 2020, which was returned the very same day, 8 June 2020. According to the branch, Mr. C Van Zuylen and Mr. D. Visser, the correct procedure was followed in that the transaction was cancelled on the system, within 7 days, in order of a new transaction to be loaded in order for the correct handset to be issued. The reference numbers to cancel the transaction on the branch’s end are: ***, ***, ***, *** and ***; which has either been closed or is still initiated with no feedback. The above was done within 7 days. Mr D Visser of the Bethlehem branch indicates that they have done all they can to escalate and that there is absolutely nothing they can do to rectify the position. I had been instructed by the branch to contact 135 myself and try to sort the issue. I have spoken to Thembi, Daniel, Andile, Phundo, Karabo. Thabang and Aishah, with emails from Charelle and Lesedi that take the matter no further. MTN complaints have not even deemed it necessary to reply to any of my correspondence. I have been on hold for more than 30 min at a time and being sent back and forth between cancellations and retention, the last call was for 51 minutes on the 20th of June 2020 with retentions who specifically indicated that they could not assist. It is now exactly 14 days later and I am at my wits end and cannot understand how this cannot be sorted out. I am currently in limbo with no contract or handset.