Branch Manager Incompetence

<p>After being with MTN for 20 years (20 years!!) I have been treated with utter disregard. I upgraded my handset last year in December. They are always very happy to upgrade because it always involves an increase in subscription fees. But it would seem that the person who handled my upgrade failed to file the correct documents. As a result, when my phone was ****** recently, the insurance company had no record of me in their system and I am now stuck paying for a phone I no longer have. I have two contracts at MTN - mine and my son's - and I am going to cancel both of them now. I've been into the branch almost every day for the last three weeks and every person I speak to lies straight to my face. When my husband went in there this morning, they actually laughed at him. But there is no accountability. The branch manager wasn't even in the shop. And the people in the shop don't know, or won't tell me, who the branch manager reports to. There is also no way to escalate a complaint through the MTN website or call centres. They are certainly excellent at avoiding accountability. The only problem is that I don't think Vodacom is any better. :( There are so few decent cellular service providers in this country. </p>