Escalation: Incorrect Device Delivered and Ongoing Inconvenience

I received the wrong product on Thursday, 15 January 2026. On the same day, I went to the MTN store, where I was advised to contact online support. I did so, and they instructed me to return the device to the store on Friday, 16 January 2026, to obtain an IRMS number.

I returned to the store as instructed, however I was informed that their system reflects the device as an iPhone 15, and therefore they could not book it in. This is incorrect, as I ordered an iPhone 16, not an iPhone 15.

I have not opened or used the device. I was later advised by iTalk Complaints that the incorrect product (iPhone 15) would be collected this week. However, it is now Thursday, 22 January 2026, and I have received no communication or update.

My biggest concern is that an incorrect product was ordered and delivered, yet the inconvenience and responsibility have been placed on me. I have had to make multiple calls and visit the store several times for an issue that I did not cause.

This experience has been extremely disappointing. I requested assistance to either collect the incorrect device and cancel the contract, or to provide a clear and immediate resolution. To date, nothing has been done. It is now day 7, and I continue to receive emails going in circles without resolution.