Disgusted and totally unacceptable

<p>I have been a loyal client with MTN for over 12-14 years and every year I upgrade my contract. I upgraded last year September 2016. One of your agents at MTN direct convinced me to take an IPhone SE as this was 1 of the best phones, i then accepted. In January 2017 the power botton was giving me trouble and I took it into a store Cavendish where a Muslim guy, ( a bit on the big side, dark skined)assisted me. I had a friend with and we sat in that store for over 2 hours trying to log this phone in. He asked me if( Find my phone) was off and I said I'm not sure, first time IPhone user and then he assisted him. He could not deactive it on my phone and 1 of the other store guys sent him a link. He went on with my icloud address and password and said that its done. He logged the phone and more then 3 weeks I had to call in to find out whats happening. I then went into the store only to find out that (find my IPhone) was not deactived. I went myself to the Apple store and returned to log the phone in again. This was all on the same day. At this stage the agent told me I'm outside my warranity period to get a brand new phone. How the HELL is this my problem when the phone was just laying WHEREVER, NO RUSH OR URGENCY WAS PUT ON THIS MATTER. THE GUY THAT ASSISTED ME THEN MOVED TO THE WATERFRONT BRANCH AND OFCAUSE NO1 TO BACK ME UP. (thank goodness my friend was this and she went with to verify this, CHECK CCTV'S).THE MANAGER AT THE CAVENDISH BRANCH MANAGER THEN CALLED SOMEONE AT WARRANITY AND THEY TOLD HIM THAT THE PHONE WOULD BE REPLACED NO QUESTIONS ASKED.I THEN SPOKE TO THE AGENT KUBERA AT MTN DIRECT WHO AT THIS TIME TOLD ME THAT THEY MUST REPLACE MY PHONE WITH A BRAND NEW PHONE BUT THERE WAS NO STOCK. SHE THEN ALSO SAID HOW CAN THEY SAY THAT MY 6 MONTHS WARRANITY WAS UP WHEN IT WAS NOT. SHE HAD ALSO CALLED THE WARRANITY AND ASSURED ME THAT I WILL GET A NEW PHONE, STOCK WAS THE ONLY PROBLEM. THIS TOOK OVER 3 MONTHS ONLY TO GET A OLD USED ,BROKEN SE, I CAN'T HARDLY HEAR, THE KEY PAD SOUND IS TERRIBLE.ON TUESDAY THE 7TH FEBRUARY, AFTER THE BRANCH MANAGER AND CALL CENTRE AGENT ASSURED ME ONCE AGAIN OF A BRAND NEW . NOT EVEN A CALL OR TEXT FROM BRANCH TO TELL ME THIS PHONE IS THERE.I WENT TO ANOTHER MTN STORE JUST TO CONFIRM BEFORE I LAY A COMPLIANT ABOUT THE "SO CALLED NEW PHONE" AND SHE CONFIRMED THAT IT'S DEFINITELY NOT A NEW PHONE AND SOMETHING IS WRONG WITH THE SOUND. IF I DONT GET A BRAND NEW HEADSET FOR THE SAME MONEY I'M PAYING I WANT MY CONTRACT CANCELLED A.S.A.P. OH BY THE WAY, THE STORE MANAGER TOOK ALL MY DOCUMENTATION AND WAS SUPPOSE TO EMAIL IT TO ME BUT TILL TODAY NOTHING. ITS SHOKING HOW MTN HANDLE THEIR CLIENTS. ALL THIS TIME YOU DEDUCTED YOUR MONIES, EVEN WEN I NEVER HAD USE OF THIS PHONE. NOW YOU EXPECT ME TO USE A BROKEN PHONE FOR 2YEARS AND STILL PAY THE SAME MONIES. TO HELL WITH THAT, NO. IF I WAS OF A DIFFERENT RACE, I WOULD HAVE DEFINITELY GOT EXECENT SERVICE AND A BRAND NEW PHONE AND MOST LIKELY WITHIN ITS 21 DAY . I WANT A REPLY A.S.A.P. YOU CAN USE ALTERNATE EMAIL. ********** or call me on ********** 511</p>