Disappointing service

The process has been difficult. My problem is not with your vetting process, my problem is with how the agent that processed my contract and how he did not communicate with me and the lack of information I received from him. I app**** for a contract and it was approved. There after the phone (Samsung S9) was meant for delivery and the driver was hijacked. I was notified by the courier company DSV. I asked them what the process is and they said that they don't know so I called the agent that dealt with my application, Ernest is his name. I have struggled to get him to call me back. Yesterday I tried to cancel the contract so that I could go to another service provider and this is the different responses I got from your agents yesterday: - do not apply in store as you might get declined. -you will not get declined if you were approved telephonically. -Ernest is the only person that can process your cancellation, we will e-mail him to call you back (still waiting for him to call me) - you don't need to cancel the contract, just go in store and apply for a new one I ended up going in-store. Theconsultant advised me not to go ahead with another application because if the phone gets delivered to me, I am stuck with 2 contracts. Now after all of that, you tell me why I'd want to stay with MTN or why recommend anyone to choose MTN?????? I've had to phone after an agent who I still haven't gotten hold of, reapply for contract, gotten so many different stories from MTN and STILL do know what to do? How is that hijacking my problem? What sort of large company makes it the customer's problem /inconvenience? I don't want multiple contracts and I don't want that phone delivered to me. The service has been utterly POOR.