BAD APPALING DISGUSTING CUSTOMER SERVICE FROM MTN!!!!!

Good day ,

I am writing this email to complain about the pathetic,appalling customer service I received at your Canal walk branch 0035 from Your employee Darryl Arendse invoice number INV***5 account number BA*** customer ID number ***.

On the 09th April 2021 Myself and my husband went to your store in Canal Walk to upgrade my existing contract with MTN ,at the time of the upgrade I had a contract with MTN that I took out on the 08 April 2019.It was a 2for 1deal for R799 per month ,with my Number *** being the primary one and my husband's number being the secondary which is ***.I explained to him that I need a new phone as mine broke but my husband doesn't a upgrade as he's phone is in excellent condition,we even went as far as to show him the immaculate condition my husbands phone was in .I told him I want to cut costs so I'm not interested In paying r800 again for a contract, we then decided on a Samsung Galaxy A72 for R499 per month plus a Samsung Galaxy Active 2 Watch for R69 per month .Your agent advised me to save on upgrade fees I should upgrade on the secondary number which is *** even after being told that my husband doesn't need a new phone and he's phone is in immaculate condition. As he was the agent and me being the customer I trusted that he knew better .I asked him if there will be any additional charges on top of the R570 as I'm not interested in paying two contracts he said no,not once did he mention any extra charges besides the R570 or that I will be paying two contracts.The first mistake on his part was when my husband got home and opened the watch he realized that he was given the older Samsung Galaxy Active watch instead of the Samsung Galaxy Active 2 . On Monday the 12 April 2021 he took it back to MTN and the gentleman on of his colleagues apologized and gave my husband a brand new Watch as he could see on the system we were being Billed for the Samsung Galaxy Active 2 on .Today on the 17th I received a bill from MTN,can you imagine how shocked I was today when I received a bill from MTN for the amount of R1380.91,immediately I called your call center on 135 and spoke to Anathi-Ref number *** ,to my disbelief she informed me that there are two contracts ,I relayed the conversation to her that i had with the your agent Darryl and explained to her that I told him i only want one contract and that I would like to upgrade my existing contract and he never once mentioned paying two contracts or any extra fees ,she then informed me to go into the store . I then went to the store and spoke to Darryl the same agent that assisted me with the upgrade,he had a stinking attitude and he was arrogant. He told me that as of the 01st March MTN has implemented a new condition that when you upgrade before the 24month period you are then liable to pay both contracts until the other contract term has ended .I told him that he never once mentioned this to me and if he did I would have chosen not to upgrade and wait until August as my husband is unemployed or I could have gone to any other service provider such as Telkom or Vodacom because they were cheaper but I choose to stay with MTN because I wanted to upgrade and avoid paying extra fees and because I never Never had any issues with MTN .He then also said that the Secondary number *** was not due for a upgrade yet and that is why I incurred extra charges ,to which I then responded he is the one that told me to do the upgrade on that *** number and he is the one that told me if I upgarded on the other number *** I would i pay extra ,but if I do it on the add on,the free number I won't incur anything. He told me what he can do is try to cancel the contract but I would have to return the Samsung Galaxy A72 phone aswell as the Active 2 ,basically i would have to return everything,i then said that's fine I will return everything. He then went to the back and supposedly spoke to his manager and informed me the the 7day Warranty has passed so if I were to cancel now I would be liable for a contract break free/cancelation fee .I told him I not paying anything the mistake isn't mine and requested to speak to his manager that he said he spoke to,he then told me she wasn't in,He also told me that what I can do is to go the CPA Route but while the complaint is being resolved I would I would liable to pay the R1380.91 ,I was disgusted and appalled that a employee would tell a customer to take the CPA route !!!I then asked him what his managers name was and he said her name was Rowena and she would be in on Monday,I said I would then come back Monday and speak to the manager .I then went to the other MTN store on the lower level and spoke to one of the agents their and she was couldn't believe that her colleague told me to go the CPA Route and she told me that he upgraded the Free phone and not the primary,she also apologized for her colleagues mistakes and behavior and suggested I come back Monday I informed her of the inconvenience and how this was the SECOND time I was being inconvenienced and wasting petrol driving up and down because of their mistakes and now I have to come in Monday which means, I need to take a day off from work and loose even more money and waste even more petrol than I already have. In and attempt to try and get it sorted today , so I don't loose anymore money I went to waterfronts MTN and their manager also wasn't available.The employee however advised me to write and email and complain and told me , that it was his duty to inform me if there was going to be any extra charges and or fees ,he should have given me an option to pay a once of payment to settle the outstanding amount or told me that I would be paying both until the contract ended and before he didn't the upgrade he should have made me aware of your new rule that if you upgrade before the 24month period then you would have to pay both contracts,she was equally disgusted and shocked that her colleague told me to go the CPA Route and said that's something you should never tell a customer .I have been with MTN for almost 2years I have never had issues with MTN but I am disgusted and utterly disappointed in the level of customer service I have received today !!Your agent couldn't seem bothered about my pocket and how his mistake or lack of information was going to affect me or my pocket,he had a terrible sour attitude and didn't seek apologetic at all, he even had the nerve to tell me to go the CPA Route instead of taking accountability for his actions . I am the only one working and made it EXTREMELY clear what I wanted.As a customer I would expect your agent to advise me accordingly after all it is his job and I am a customer of MTN ,also my husband was with me on both occasions right next to me when I did the upgrade and when I went to the store and he can vouch for everything I mentioned her ,he himself was shocked and disgusted !can someone from MTN please call me with a solution to get this sorted because I am terribly dissapointed and disgusted and i WILL NOT pay 2 contracts per month because that is not what I asked for ,what was agreed upon or what i was informed of .The manager contacted me on Monday and said she would investigate since then I have called multiple times with very few times that I have received a response!!I don't know what their is to investigate and what's taking so longi keepngwtting the run around!!!!!..she says she has emailed her managers and waiting on their response so I don't know who's sitting back and doing nothing is it the manager or the managers manager or if it's being done purposely because they know my debit is going off Monday!I feel i have given them more than enough time to sort their mistakes out and their customer service is APPALLING!!