AVOID MTN ONLINE AT ALL COSTS - I HAVE BEEN ****MED!

***** in plain sight. I made a hello peter account just to voice this. I took a contract out with MTN online through the MTN website directly for the samsung galaxy s23 spring deals that were happening during september 2024. I submitted my application online, I got a call the next day to confirm my details, I was approved, I received the phone 10 days later via DSV, no receipt for the phone or any paperwork, just the DSV invoice.

The phone was defective. It did not work. MTN has a 7 day warranty return policy, or you have to pay. I contacted customer care on day 2 (after fully establishing the phone is faulty)MTN took 4 days to respond to me. With no time left to return the phone via DSV, I go to an MTN store and hand the phone in.I get issued an IRMS number, aswell as an sms to say the phone has been collected and returned. I get told to call MTN aftersales department, to follow up and arrange the delivery of my new device, after providing them with my IRMS number. HERE IS WHERE THE NIGHTMARE STARTS: week 1 - I called aftersales twice a day for a week... there system has not updated. theycannot help me, they advise me to keep calling back until the system reflects a credit to me. week 2 - Aftersales provide me with a IRMS number again, and refer me to MTN online direct.MTN online direct wont accept my IRMS number because on their system, it shows that I STILL HAVE THE PHONE IN POSSESSION, AFTER I RETURNED IT WITHIN THE 7 DAY PERIOD AND IVE RECEIVED ALL THE ACCREDITATION TO RECEIVED A NEW PHONE. online department sends me to the sales departmentsales department sends me to customer care generalcustomer care general sends me to contracts departmentcontracts department sends me to MONDOMONDO sends me back to MTN online MTN online sends me to REWARDS CO.Transfering me around , i stay on call for 40mins up to an hour, every single day, trying to receive the phone.THERE IS NOT ONE PERSON I SPOKE TO THAT WAS ABLE TO ASSIST ME, OR HAD THE KNOWLEDGE TO EVEN REFER ME TO THE CORRECT DUE PROCESS. week 3! *****!!!!!!!!!!! - I receive the first BILL , FOR A PHONE I DONT HAVE, NEVER USED. FOR A CONTRACT I NEVER USED OR EVEN ACTIVATED THE SIM FOR. at this point, I just want to cancel the contract. So I pursue that.only to get transferred around to 11 departments, before I get to cancellations department, only for cancellations to tell me they cannot help me or accept my IRMS number, without me having TO PAY IN FULL FOR THE TERMINATION OF THIS CONTRACT. I THEN GO TO THE MTN STORE I RETURNED THE PHONE AT, AND THEY CANNOT HELP ME BECAUSE THEY DONT HAVE MY CONTRACT ON THEIR SYSTEM. IT IS NOW WEEK 4!!!!!!!! -I HAVNT RECEIVED A SINGLE CALL FROM MTN.-CUSTOMER CAR HAS NOT RESPONDED TO ME VIA EMAIL WHERE IVE VOICED MY GRIEVENCE AND PROVIDED MY IRMS NUMBER.-MTNS ONLINE CONTRACT PORTAL DOESNT WORK SO I DONT EVEN HAVE SIGHT OF WHAT MY CONTRACT STIPULATES -I CANNOT CANCEL MY CONTRACT!-I DONT HAVE THE PHONE!-I DIDNT EVEN ACTIVATE THIS SIM OR MAKE USE OF THE CONTRACT-AND I HAVE A DEBIT ORDER COMING OFF NEXT WEEK FOR THIS CONTRACT THAT I DIDNT EVEN RECEIVE A PHONE FOR.............. I AM AT A LOSS FOR WORDS MTN.The debit will bounce because I blocked it, the MTN accounts department will then try to hound me, and I will expend more time and energy in dispute with MTN. But I have all the receipts, sms's, reference numbers, IRMS number, and call history to fight this. It is just unfortunate and appalling that I have a contract in full effect that I have to pay for and I have not, to date received an update, nor have I even received the device AS STIPULATED IN THE CONTRACT AND BY THAT VERY BREACH OF CONTRACT, THIS IS *****.