Extremely disappointing service

MTN has made what should have been a simple device delivery an unnecessarily exhausting experience. This is unfortunately not my first negative experience with MTN. It is now the second time I have reached the point of seriously considering cancelling an MTN order because of what I consider to be extremely poor service and a complete lack of ownership. I ordered a device from MTN and received a notification on Friday morning that it was out for delivery. I changed my own travel plans specifically so that I could remain available to receive it. At approximately 18:15, the CourierIT driver called me while he was already outside my address. I explained that I needed approximately 8 minutes to get back home. He told me he was leaving and would return, but he never did. To make matters worse, the CourierIT “Upcoming Delivery” notification only arrived at approximately 18:18 — after the driver had already left. I immediately contacted both MTN and CourierIT in an attempt to resolve the matter. I was told that nothing could be done over the weekend because additional risk-team approval was required, and that the matter could only be escalated on Monday. At one point, I was even told that there was no escalation process available to assist me. Despite this, I made myself available again for the next delivery attempt. The driver arrived, I provided the requested documentation, and then the delivery failed because the biometric verification did not go through. Once again, the driver left with my device. I contacted MTN immediately and was told that I would now have to wait 7–14 working days before I could collect the device from an MTN store. This is where the situation becomes particularly difficult to understand. MTN subsequently confirmed to me in writing that when biometric verification fails, the delivery is automatically cancelled and the customer must collect the device from an MTN store. So if that is the process, why am I being told to wait 7–14 working days to collect a device that has already been dispatched and is now being returned or redirected to MTN? I have repeatedly explained that I will not be at the delivery address for approximately two months. I have already changed my plans once, made myself available for multiple delivery attempts, provided the necessary documentation and spent hours contacting both MTN and CourierIT trying to find a solution. Instead of someone taking ownership and resolving the matter, I have been passed between MTN and CourierIT and given conflicting information about what can actually be done. There is also another concern that has added to my frustration. During one of my calls with MTN, an agent repeatedly requested additional banking information as part of a security verification process. I had already provided my ID, full name, address, email address and bank name. I declined to provide my account type because I was not given a satisfactory explanation as to why this additional information was required. This is particularly concerning given that MTN has already conducted a credit enquiry in connection with this order. At this point, this is no longer just an inconvenience. It is the accumulation of poor communication, conflicting information, failed delivery attempts and a lack of accountability. I don't need another generic apology or “we apologise for the inconvenience.” I need someone at MTN to take ownership, review the entire timeline from the beginning, explain why I am being given conflicting information, and provide a practical resolution that does not involve me waiting another 7–14 working days for a device I have already gone through all these steps to receive. After this experience, I am genuinely questioning whether I want to continue with MTN at all.