DISGUSTING AND HORRIBLE SERVICE

Hi, my name is Joel Mogale ID no:***, cell no: *** on the 12th of February I did an upgrade online to an IPhone 15 and the phone was delivered, upon delivery I used the phone for like a week or so and the phone front camera stopped working. I then took the phone to an MTN store in Mall of Africa and a technician checked it out to try and fix it but he was unsuccessful. He then advised me that they need to book the phone to go to their warehouse for further investigation and to try to fix the issue. The phone was booked in store ref#*** and sent to the warehouse, today I called the collections department to get an update of my phone and they advised that the phone has been approved for a replacement and they gave me an IRMS: *** and said I should go to any MTN store to go and collect a new phone. I then went to an MTN store in Mall Of Africa and they said because I did the upgrade on line they cannot assist me with a new phone, I need to call MTN direct, I then called MTN direct and they advised that I need to speak to collections department, I then spoke to collections department and they said they can't assist I need to go back to MTN direct. I called MTN direct again and the consultant I spoke to advised that I need to cancel my upgrade 1st and then do apply for a new upgrade for me to get a new phone and she transferred me to the retentions department for them to assist with the cancelation. When I spoke to the retentions consultant she advised that they do not do cancelation for upgrades done online and I need to speak to the Activations department for them to cancel the upgrade for me, she done transferred me to them, when I got to the Activations department they advised that they do not deal with queries like mine and I need to go back MTN direct.

So I have been sent from pillar to post the whole day today with no assistance or clear answer on who can assist me. This is the most horrible and disgusting service I ever received in my life.