Bad service

Good Day Sir/Ma'am

My Name is Tersia I'm a client at MTN

On the 07th of October 2021 I did an update on my MTN contract for Samsung Note 20 ultra Telelephonically and the device got delivered at my house a few days later , 2days after receiving the device I realized that it was not functioning properly,it was overheating when charging,I called MTN and they advised me to take it to MTN store of which I did, they advised that they were gonna take it in for assessment and they will get back to me of which they did after 2 weeks of taking it in.

I then got advised after the assessment that the phone was faulty and they will make arrangements and replace it with a new one,same model, after 2 weeks of waiting, I called again to follow up and they said there is no stock and Samsung doesn't make the Note 20s anymore so I should choose another model or cancel the contract ,I chose to cancel and that was in November and MTN had already debited 1st installment from my account ,the amount was R788.99 of which they said they were gonna reverse back to my account after cancelation and till today it hasn't been reversed.

I called the sales team doing follow up with regards the reversal they said they did Credit pass on the 23rd of November the money has been sent to my MTN account and MTN should send it to my personal account,when I call MTN they saying there's no money in MTN account and they will escalate.

It's been 3months now ,I'm the one that keeps on calling with my airtime to follow up on this matter, I'm not getting any feedback or proper assistance, it's sad receiving such bad service from a company that I've been supporting for so many years as a customer.

Kindly assist with resolving this matter ,I'm looking forward to hearing from you, My number is *** /***

Thank you