Bad, Bad, Bad service

Item: MTN South Africa
Rating: 5

After various calls, emails and visits I am not one step closer to be done with MTN. After various emails and messages from MTN that I need to upgrade my contract I eventually did that on 21 January 2017. I upgrade to an IPhone 7. I received the phone the Saturday afternoon - after the upgrade to me exactly 1.5 hours. The gentleman who did the upgrade did not have a clue on what to do. The printer did not work he could not print the documents - he reset the printer - then the system did not want to accept the upgrade and in the meantime he was waving to people outside. I left without a contract but with a promise that he would mail me the contract on the Monday. The Saturday afternoon I tried to insert the SIM card. The phone gave message that it is not reading the SIM card. The Sunday 22 January 2017 I asked my son to see if he can insert the SIM card. He got the same message. The phone slipped out of my hand but on the table and the protective screen that I also bought the previous day had a mark on it. On Sunday I went back to the MTN store - Menly Maine. I asked them to please check the phone. They tried three different SIM cards and none worked. The same gentleman who helped me on the Saturday then said but the phone as damaged. He took off the protective screen and went to the back. He came back and said they will replace the phone. He went to the back again and then came back and said because of the damage (which I did not see and I went back to check the phone) they will not replace the phone - they will send the phone for repairs. He filled in a form and I asked him anything else that I should do. No everything if fine. On Thursday 26 January I got a call from the store. They asked me to please come into the store to sign the form for the repair of the phone. I went in and signed the form. Two weeks after that I went to the store to ask if the phone has been repaired. In the meantime I have not received any upgrade papers. The store said the phone is not back. I complained and said it was more than 14 days - the store manager said he cannot phone - it was the Saturday as they are not working - he will call me back on Monday - I went back on Tuesday afternoon - he did get feedback - they are still busy to decide what to do - I asked him how long should I wait - this kept on for about 5 days - I went back again - talked to the area manager - she said I should wait the call was escalated - the next week I received a call from the store manager Jonathan - he said I can fetch the new phone - I asked whether I could rather cancel the upgrade as I am really no longer interested having a contract with MNT (been with MTN for 20 years). He said no problem he will cancel the upgrade - this has now been ongoing for another two weeks - every time I go there - I wait for half an hour to see the manager Jonathan - he keeps telling me he is busy every day on the phone to cancel the upgrade - but it takes time. On Monday 20 February he phoned to inform me that he is still busy with the cancellation of the upgrade. Jonathan asked my email address to send me the cancellation (which means the first gentleman never entered my email address - I am not sure where he would have send the contract to). It is now Thursday the 23rd of February - I have not received any notification. Is this the service that MTN gives to loyal clients - My account was always paid on time. I am tired of fighting with Jonathan. Please tell me what can I do more to cancel my upgrade of my contract and then to cancel my contract. I just cannot make use of MTN if that is the way that clients are treated. It might be ok for MTN to loose a customer but let me assure you in the past week many people canceled. While I was in the store waiting for Jonathan - a lady brought back a charger that she bought there - not working. On the Saturday a lady bought a SIM card - not working. Please can someone answer me and tell me what I should do.

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