Formal Complaint: Misrepresentation of iPhone 13 Purchase & Request for Immediate Resolution

I am writing to lodge a formal complaint regarding a deeply concerning and unacceptable experience I recently had when placing an order for an iPhone 17 and was approved for 2 phones and was informed I am able to take an iPhone 13 through one of the call-centre agents.

On 21/11/2025 I placed an order for an iPhone 13, under the clear impression that I was purchasing a brand-new device. At no point during the call did the agent disclose that the phone supp**** would be pre-owned / refurbished. This omission constitutes material misrepresentation, and I was only made aware of the situation upon receiving the device.

When I requested a callback from the agent after it was cut and asked for the recording of our conversation, she abruptly told me to “return the phone at a store” and ended the call. This behavior is unprofessional, dismissive, and has left me feeling deceived and distressed—especially as a 23-year-old making a significant financial commitment as this is also my first contract I have taken.

This has been a traumatizing experience for me as a young consumer making a significant financial decision. We trust online MTN stores at a convenience but this is the false narrative we receive