Cellphone contract upgrade

I am writing this complaint against the service that I have received with regard to the upgrade of my contract.

I have had this contract since 1999 with MTN. Whilst other MTN customers have migrated to other cellular networks, I have continued to support MTN as I believe in your products.

On 6 May 2021 I received a telephone call from an approved MTN service provider that handles MTN upgrades. At the time of the call and during the call and at the end of the call, I had agreed to all the terms and conditions as set out. There is however one exception in that the person at the end of the line did not inform me that I would need to make a payment for the remainder of the existing contract for the device. I was however informed that it would take 5 to 7 working days for the news handset to be delivered.

By 17 May2021 the handset had not been delivered. I telephoned your customer service number and spoke to Tiane only to be informed that the application is in a pending status. In between 6 May 2021 and 17 May 2021, no MTN customer “champion” telephoned to explain about any delay.

On 17 May 2021, I again went through the whole upgrade process again. Accepted the terms and conditions as well as the payment of the remainder of the current handset AGAIN. The number for DSV couriers was provided with the instruction I could check with them if they have a delivery scheduled for me. The reference number for this call was ***.

On 25 May I telephoned customer service only to be informed that the application is still pending and that an email will be sent to Tiane to contact me in this regard.

On 27 May 2021, I telephoned again and spoke to Refilwe in order to enquire what the hold-up was only to be told that the application had been approved and it will take 5 to 7 working days for the device to be delivered. Call reference number ***. I was informed that an e-mail will be sent to Tiane who handled the application on the 17th of May for her to telephone me. To date no device and no phone call from Tiane at MTN.

Om 31 May 2021, I telephone again – Call reference number *** – only to be informed that an email has been sent to Tiane and her supervisor to contact me about this upgrade.

It is now 4 June 2021, 21 business days since the first phone call regarding the upgrade of my contract. I have had no contact from MTN customer service about this upgrade.

Here is the question: when will I receive the new device with the revised contract?

Sincerely,

Una Mostert ***