Extremely Bad Service

<p>I did an upgrade on my cellphone contract with MTN by August last year (2015). On the 11th of May 2016 my phone charger overheated and caused damage to my phone. I then took my phone to Samsung smart care centre as i am well aware that my phone is still under warranty with ADH. Upon booking in my device, Samsung requested a proof of purchase (pop) for the device in which i contacted MTN to obtain from them. I was emailed a document from the courier company which delivered the phone to me and i sent it to Samsung and it was rejected as it does not have all the details required for a valid pop. They requested that it must include the device EMEI number, model, purchase date, customer name etc. which was not included in the document i got from MTN. I then called again to explain this, MTN told me that this is the only document they have and there is nothing else they could do. I then requested a written letter from MTN with the MTN letter head to confirm all the details required. This took weeks to obtain after counteless phone calls and emails. I only received it last week Monday(30 May 2015) and forwarded it to Samsung. </p> <p> </p> <p>Samsung again rejected it because it reflects a package date that is different to the delivery date stated in the letter which deams the device out of warranty. I have now been trying for days to get MTN to send me the correct letter. I have sent countless emails to the supervisor and sales representatives to ask them to assist and give me a call but no success. I have been calling MTN and speaking to different sales people asking them to transfer me to the supervisor or sales agent that has been dealing with this issue from inception and all i get is they will send them an email to call me back. But they do not call back. This issue has been going on for more than a month and i still do not have a cellphone which i am paying for on a monthly basis.</p> <p> </p> <p>I am extremely unhappy and frustrated with the service i am getting from MTN and this has been going on for over a month now. This is complete breach of market conduct and i am being treated unfairly as a customer. I cannot cancel my contract because i will be liable for the cost of termination. I cannot stop paying for the device because again i will have a bad credit record. I am tired of calling MTN for the same issue over and over. </p> <p>Please escalate this matter to someone that can help me</p>