Deteriorating Service

On recently attempting to upgrade on a business contract with MTN I was informed by the Eastgate Branch this could be arranged over the ‘phone with forms sent through via e mail – on their receipt of which all that would be required by me would be to arrive at the branch and collect. Arrangements were made and an appointment set for collection – making the assistant well aware of the urgency due to an upcoming lengthy business trip. Forms and requirements were sent through back and forth for a period of 4 days (including a weekend). On arriving to collect the unit on appointment as set I was informed MTN head office had not approved the upgrade as yet but would be done that day – another appointment was then made for collection for the following day. I thereafter received a notification that MTN head office requires I sign the forms again as my “signature had come out too light”. Not being able to have this attended to in time for collection as arranged for the second time I realized that I would not be in a position to collect the unit prior to my leaving for the arranged trip. I requested the entire arrangement to be cancelled and a letter on an MTN letterhead sent me urgently confirming the cancellation. This proved impossible to have done.I then sent a request through to the assistant manager of the Eastgate branch requesting this be attended to by her as the assistant I was dealing with was not attending to the request - Other than a w/a message. I then received a mail from the assistant manager indicating that she had referred the matter to the assistant who had not attended to the matter in the first place. I have been on contract with MTN on this same number for 18 years – have definitely experienced a sadly deteriorating level of service over the last 2 years – and this incident is a very clear indication as to how little they value their customers and their requirements. The attitude of complete disregard experienced with their level of service toward long standing customers is reprehensible. I am still without the required letter as requested