*FORMAL COMPLAINT REGARDING FAILED CONTRACT UPGRADE DELIVERY AND POOR CUSTOMER SERVICE**

To Whom It May Concern,

I am writing to formally express my dissatisfaction regarding the handling of my recent MTN contract upgrade and the failed delivery of my new device. The level of service I have received from both MTN and RTT has been completely unacceptable and has caused me significant frustration and inconvenience.

I have spent an entire day making numerous phone calls between MTN and RTT, only to be transferred repeatedly from one department to another without receiving any assistance or resolution. Each department simply advises that they cannot help and redirects me elsewhere, leaving me with no answers and no accountability from either company.

The delivery of my upgraded contract device has been delayed due to a series of conflicting explanations. Initially, I was informed that there was an issue with the delivery address. Once that was supposedly resolved, I was then told that the device could not be delivered because I did not have a delivery OTP. Neither MTN nor RTT has been able to explain why no OTP was sent to me or who is responsible for generating and providing it.

What is even more concerning is that I have received an SMS notification stating that my order has been completed, despite the fact that I have never received the device. This raises serious concerns regarding the accuracy of your delivery processes and order management systems.

The customer service I have received from MTN Direct, MTN Online, and RTT has been shocking. Instead of taking ownership of the issue and working together to resolve it, both companies continue to shift blame onto each other while I, as the paying customer, am left without the product I have paid for and without any clear communication regarding when this matter will be resolved.

As a loyal customer, I find this level of service completely unacceptable. I expect immediate intervention from management and a clear explanation regarding:

1. Why my device has not been delivered. 2. Why no delivery OTP was provided. 3. Why my order was marked as completed when the device was never received. 4. What steps will be taken to ensure the immediate delivery of my device. 5. What measures will be implemented to prevent other customers from experiencing similar issues. on the other hand , the delivery of my upgraded MTN mobile phone contract, which was assigned to RTT Logistics for delivery.

This entire experience has been frustrating, disappointing, and completely unacceptable. As a customer, I expect a professional level of service, communication, and reliability, yet RTT Logistics has failed on every level.

After upgrading my MTN contract, a delivery was arranged through RTT Logistics. Like many working individuals, I made arrangements and took time away from work to ensure that I would be available to receive the delivery. Unfortunately, the delivery never took place, and no communication was provided regarding the status of the parcel.

Furthermore, one of the most concerning experiences occurred when I attempted to contact RTT Logistics for assistance. After spending a considerable amount of time on hold, I was eventually transferred to what I believed was a customer service representative. To my absolute disbelief, I discovered that I had not been connected to an RTT employee at all, but rather to another customer who was also waiting for information regarding their own delivery. This individual was just as frustrated and confused as I was. How is it possible that a logistics company can transfer customers to one another instead of to a trained customer service representative? This incident highlights a serious failure within RTT Logistics' customer service and telephone systems. It not only demonstrates a lack of professionalism but also raises concerns regarding customer privacy and the handling of customer information. This experience further reinforced my impression that RTT Logistics has little regard for its customers and lacks the basic service standards expected of a company responsible for managing important deliveries.

To make matters worse, I eventually received a call from the courier driver advising that the delivery could not be completed because the delivery address was incorrect. Concerned, I immediately contacted MTN, who confirmed that they had already provided RTT Logistics with the updated delivery address and had authorised the delivery accordingly.

When I contacted RTT Logistics again, I was given a completely different explanation. I was informed that they were still waiting for authorisation from MTN before they could proceed with the delivery. This contradiction between MTN and RTT Logistics clearly indicates a serious breakdown in communication and internal processes.

The lack of customer service has been shocking. Attempting to contact RTT Logistics is nearly impossible. Customers are left waiting on hold for extended periods, often without any answer. I have had to call repeatedly over several days before eventually managing to speak to a customer service representative. When I finally got through, I was advised that they would contact the delivery driver and provide a delivery time. However, this still did not explain why it had taken nearly two weeks to obtain any meaningful response or update.

What is most concerning is the complete lack of consideration for customers. People arrange their schedules, take leave from work, and put their personal lives on hold to accommodate deliveries. The least that can be expected is proper communication, accurate information, and reliable service. Instead, customers are left chasing updates, receiving conflicting information, and being treated as though their time has no value.

I find it difficult to understand how a logistics company entrusted with handling deliveries for a major service provider such as MTN can operate with such poor customer service standards. The lack of accountability, communication, and professionalism displayed throughout this process is unacceptable.

I request an immediate investigation into this matter and a detailed explanation as to:

1. Why the delivery was delayed for such an extended period. 2. Why conflicting information was provided regarding the delivery authorisation and address. 3. Why customers are unable to receive adequate support when contacting RTT Logistics. 4. What corrective measures will be implemented to prevent other customers from experiencing similar treatment.

I trust that this complaint will be treated seriously and that urgent action will be taken to resolve this matter.

I request a formal response to this complaint as a matter of urgency and expect this matter to be resolved without further delays.

I trust that MTN will take this complaint seriously and provide the level of customer service that customers deserve.

Yours faithfully,

***