Complaint about MTN and Rewards Co - shocking service

I've been an MTN client for more than years and never have I experienced the shocking service that I am now.

1. I've been paying for an upgraded phone that I don't have for 5 months now.

I upgraded my phone and contract on 28 October last year, through one of their partner service providers Rewards Co (order # *** 9:52 am with sales person ***).

Rewards Co sold me a phone that had half the storage capacity of my existing phone. When I realised this I returned the phone, after having to visit several MTN stores, to eventually find that it could only be returned to a non-franchise store.

The phone was returned in December. I've followed up several times with Rewards Co and MTN to have the return updated on the system so I can get the new phone that I'm due as part of the upgrade.

Long story short.

It's now 20 March and I've been paying for a phone that I don't have - for 5 months. I'm not able to get a new phone because Rewards Co hasn't made good and squashed the phone sale so that the system picks it up . I've visited MTN stores so often to try and get to the bottom of this and the sales people are understanding and say their hands are tied. Two weeks ago Rewards Co, under the name of Mondo team, texted me to say I simply need to go into an MTN store to get a new phone and when I do the MTN people say I will simply be charged again. It's a vicious circle and no one seems to be able to help me.

How this is possible in this day and age with a company the size of MTN is beyond me. And how MTN can be associated with such a ***** partner is also beyond me. I believe this is a regular occurrence that MTN stores are dealing with. Phone sales by Rewards Co that are not appropriate to the customer.

2. I don't receive regular contract invoices anymore from MTN and often get cut off with no notice

I'm not sure what has happened but something is seriously not working with the accounting system at MTN. Sometimes I go for a few months without receiving a bill and so of course don't pay anything. And then I suddenly get cut off. No notice, no billing. It's so frustrating and so unprofessional.

What is happening at MTN?