CLOSE DOWN MTN!!!

I would like to officially lay a complaint against the service I’ve been receiving from your Southgate branch since I upgraded my contract in September 2018 as well as their business provider Samsung since February 2019 For the 1st few months (up until December 2018), I was billed incorrectly and due to this I spent an inordinate amount of time running up and down to the branch to get it resolved. However, my actual complaint is for the lack of proper service I’ve received since handing my phone over to be repaired in February 2019. My phone had a battery problem whereby the battery life didn’t last. I was trying to get it repaired via the insurance but they advised to take it to MTN in order for them to send it to Samsung for a quote to repair the battery problem. I was never informed by Samsung what the quote was and after some time when I visited the MTN store the consultant called Samsung who advised they did inform me…I have no proof of this but upon hearing what the quote was I declined it and asked for my phone to be sent back to the store. It then took Samsung another 2-3 weeks to send my phone back. However, the phone came back in a damaged state in the sense that instead of me now only having a battery problem, the LCD didn’t fit properly on the phone. Needless to say, I refused to take the phone in that state and told the consultant (Simphiwe Nteyi) to advise Samsung of this further defect and that the phone will be going back to them. Since then the phone has gone back to Samsung twice and came back even more damaged than before. Simphiwe also advised me that the matter was referred to the Manager John Mokoena who upon my last visit claimed he didn’t know anything about what was happening with my phone, yet in the past he had come out front to give feedback on this as well as on another query that came about. During all this time and 90% of the time, the only time I get feedback is when I go to the store. I hardly ever got phone calls, SMS’s or anything…unless I go to the store and usually, I leave there a very unhappy customer as nothing was done with about my situation during the times I don’t go to the store. I have also been informed to claim from my insurance which I've done but as to date haven’t received any feedback. The other query that I have an issue with relates to an amount on my account that shows as arrears since May 2019 (if I'm not mistaken). I've queried this and the explanation was that it relates to a service I added onto my contract like insurance. I need a proper explanation for this because I added nothing to my contract when I upgraded in September 2018 and I refuse to pay it until such time as I get this. John hasn’t been able to provide me with this as I’ve explained to him that I had insurance on my previous contract and had asked for it to stay stat on my new contract so I don’t understand why it would be considered as a add on service 9 months later. The amount disappeared from my statement again and re-appeared in August/September which has been explained that its due to an outstanding payment before I upgraded which doesn’t make sense in the least as I doubt their system would have approved the upgrade. Also, there seems to be an issue with the amount of data Im receiving versus the actual contract I signed up for i.e. I am getting less data. MTN sucks and their service is ****py Personally, I feel the service I’ve received is ****py at its best. I also feel that this matter should’ve been resolved between MTN and Samsung. I am the customer yet I’ve been treated as if the fact that I need to leave whatever I’m doing and run up and down to the store is something I want to do and that I broke my phone on purpose. Basically, what I’m saying is that the store has not been providing a service to me as the client/customer and would like to find out what I need to do in order to get my phone back or at least a replacement phone. It has been nearly 9 months since I handed in my phone

I have in the interim been using an old phone as I needed to stay in touch for my business’s sake which is the only reason why I’ve been paying my phone bill all these months.