Horrible experience

My contract with MTN was coming to an end and in May a consultant called me to tell me that I qualify to upgrade to a new device and I told the consultant I won't to taking up the upgrade because I am waiting for the IPhone 8 or IPhone x to come out. In September my contract finally ended and another consultant apparently from summer mobile called me to offer me a contact and I declined and mentioned the same reasons in May. The consultant told me that its not a cellphone contract but merely a data, sms and call package for R199. The consultant also mentioned that if i take this deal it wont affect me upgrading to a cellphone of choice when I have decided which phone to take up. On Friday the 24th of November 2017 I visited one of the MTN stores in Clearwater Mall shop 161. I told the consultant that I want to upgrade my phone but the consultant mentioned that I had already upgraded in September and I wont be able to upgrade but if I want a cell phone I will have to take up another contract. I explained to the consultant and the September and that the consultant said it wont affect my upgrade. The consultant at MTN said if order for me to take up the cell phone of choice I will have to open up a new contact and he gave a number to contact to query my issue which the number is ********** 667. I decided to apply for the contract deal of a Samung Note 8 which was a very attractive deal which the consultant mentioned that the contract will cost me R799 which will come with 150 minutes, 1GB data and100 smses. He also mentioned that because its Black friday the phone comes with a 32inch Samung TV, MSC Voucher and another voucher or 100 GB for 24 months. I then decided to apply for the contract and told the consultant that I will call ********** 667 monday morning to sort out my number and the "upgrade" that I took. I didnt get my phone Friday and they had many applications that day and the consultant mention he will call me to come pick up my phone once all the approvals are done. Sunday morning 26 November 2017 the consultant calls me and tells me that my application has been approved and I can come pick up my phone. I told the consultant that I will come at the store once I have made up my mind that I am actually taking up the phone. Later on Sunday I went to the store and didnt find the consultant that assisted me on Friday and I got assisted by a different consultant who was rude, confused and didnt know what the cellphone deal came with. His name is Molefe, he called the consultant that assisted me on Friday to find out what he needed to do to conclude the contract. Molefe told me that he can't approve my contract because the system needed second level approval and I told him I don't know what that is and he didn't bother to explain what that was. He also told me that the person that is meant to do the second approval had gone home and that he was half day and there was no one else to do the approval. He also mentioned that if the contract is not concluded by end day yesterday I won't get the TV and the vouchers. He was in the rush to go home and didn't have patience to explain anything to me. He mentioned that my credit score was low and that MTN only approves for me get a device at the value of R499 and the phone I want is R799 which means I don't qualify. He asked home to explain but failed to do so until another consultant told him to go home and he will takeover and explain to me that they have to send my application to the credit something to access my affordable with ITC once that is done they will call me on Monday. The consultant that took over Molefe was Sbu and he really knows how to deal with customers. He also mentioned that I was still qualify for the TV and vouchers if the credit department approves my application because the special has been extended until today. I am still waiting for the store to call me and provide me with feedback.

This morning I called the ********** 667 number which is the summer mobile department to provide me with a solution because I don't want to change numbers and I also don't want to have two contracts with MTN. The lady that assisted me said they will cancel the contract that I was offered in September and change my number to prepaid so I can then and take up my Samsung Note 8 phone. The lady mentioned that the turnaround time for the Summer mobile department is 48hours which means that If I only return to the store by Wednesday or Thursdays to take up the phone I won't receive the TV and vouchers.

This process has been so long and exhausting which is making me think that MTN is not the right network and maybe I should change networks. The store can't only have one person to approve contracts and if that person is not around the consultants can't conclude contracts. The shop might as well close shop because it is not functional without the person who needs to approve.