BAD SERVICE.

In May 2021 I have made an upgrade of my contract with a consultant from a third party. At first I had a sim-only deal that I could use in a modem. I had 20G day and night. I was offered a deal of 60G day and 60G night. I have realised once the upgrade was done that I could not use the sim in my phone or in my modem. I went into store and that is when they told me that I was given a home based deal and I was suppose to get a home based router, which I did not get with my deal. I have called MTN several times where I was told they could not do anything about it and that they were going to log a ticket with the third party that did the upgrade and that they should call me back and do the changes on my contract, since I now wanted the normal data sim to use in the modem in my posession. Nothing came of that. MTN can go back into the call logs/recording how many times I have called them and for how long I have been struggling with this issue. It was only in this year I found out who the third party was when I called an MTN consultant to cancel my contract, because I now have been paying a year for a contract I wad not using. Not even a sinlge MB was utilised, because I could not, but I was paying. He explained to me that I should contact the third party. He told me that it was unfair of me to pay a cancellation fee that I was willing to pay, because I now wanted to end this of nothing being done and paying for no services. He said that if I call the third party, they should log a query with MTN, so that they can cancel the contract. That is because if I do it myself I was going to pay a cancellation fee. I did so. I also even communicated with the media team over facebook as I was struggling to get assistance. On 14 July I spoke to a consultant. We made a call together to the third party company and that is when I got proper assistance from him. The contract cancelled and I had to call back a few days after that to get credited or to get my money back that was paid over the months without being able to use the services. I was also told that they should log the request for my money. Now the third party is refereing me to MTN and MTN is refering me to the third party. And it has been going on like that. And all this so unfair, because both parties is now just shifting the ball to one another for months now and I am the one who is suffering and all I have been is a loyal customer. Never have I skipped a single payment. I was told by the third party to send a proof of my bank account so that the ticket should be logged with MTN, so that my payments should be refunded. I have sent the email twice, but they said they did not receive. At the beginning of September an unsuccessful debit order went through my bank and when I called in I was told it is a cancellation fee AFTER i was told that I was not going to pay a cancellation fee. I don't know what happened in the meantime and I do not know what happened to my refund. I sent an email to both parties and I was told that it will be addressed. Up until now nothing has been done amd another debit order was logged on my bank account.

I just want this issue to be resolved now. The service here is really very pathetic and it is sad, since I wanted to take out a new contract once this issue was resolved. Nothing.