complaint

Good day I did an online application with MTN sometime last month regarding or for a P30 HUAWEI phone, I then received a call from a consultant and advised of the phone they have available and the one I requested or app**** for was not available. With the list she provided I then opted for the P8 LITE latest that has a finger print option to unlock and confirmed that I will receive. On the 09/03/2020 I received the phone however it was not the one I agreed upon with the consultant, it was an old version of a P8 LITE and could not keep it. I immediately sent it back or rather returned it to an MTN store in Clear Water Mall and assisted by Rudzani Munonoka. To my surprise Rudzani did not even know how to capture returned goods on the system which was shocking but believing that a training should have taken place when appointing someone. She further advised that I should have app**** for the phone in a store rather than doing it online to avoid this type of challenge, even that was astonishing because the facility of doing an online application is to assist client who cannot visit a store but to purchase a phone. She provided me with a manual document of goods received, that did not have any information regarding the case. She advised I will be contacted for an update and provided her contact details that was a cell phone number ***. After a week of not receiving a call regarding the case, I contacted her to do a follow up. Her response was that case has not been actioned and there is nothing she can do from her side, but to send the phone back to the provider. On the 17/03/2020 I contacted the call centre *** and was assisted by Khanyisile who requested for some information that was not provided by Rudzani who assisted at the store. An information or a ref that starts with a 1- or RE should have been provided by Rudzani at the store when I returned the phone off which I did not have all that. Khanyisile then has provided a turnaround time of two to three weeks to receive feedback in regards to the case. ***. I am very much disappointed at the service I have received as this will affect my finances as well, since my account was debited on the 20th March 2020

i have sent my complaint to *** a month later my query is still not resolved.