I have waited 12 months for my concern to be resolved while paying every month for products I am not in psession of!

Dear sir

It is really disappointing that I have to resort to post this on Hello Peter in the hope that my 12 month long concern will finally be given some attention. I have been a loyal MTN customer since 2008. In February 2017, I was approached by Alston Singh to upgrade the phone on the one contract for my wife. Thinking it would be a good gesture from me to her, I agreed to it. When the phone arrived, I informed Alston that It was not what I thought it would be and I asked him how to proceed in returning the device and getting the contract back to the state it was in prior to the upgrade as I will rather go into a store to upgrade when I am ready to do so. He advised me to take the device in it packaging to any MTN store. I took it to canal walk and had them email him. He confirmed receipt of the phone but asked for the sim card. To which I rep**** that the sim is in use as a sim swap was done and we would be unable to use my wife’s old sim. as it has been removed from the network by MTN. I offered to pay for the sim but got no response.

In November 2017, my wife’s original (3 year old) phone started acting up and we went looking for phones that she likes. Once we wanted to upgrade, we were informed that we cannot as the contract was recently upgraded. I queried this with MTN and after being transferred from one person to the next and 3 different calls, they transferred me to Alston. He was very reassuring that he knows what the problem is and he would sort this out and get back to me after 24 hours.

Over 24 hours later, I had to follow up with him… You can read the rest below. (email correspondence) I tried calling again after I received an out of office reply from his email account on 20 December 2017. After being transferred to 3 people, I asked for a supervisor and then the call got cut.

At this point, I figured that I would wait until Alton returned from leave on the 2nd January 2018 as per his out of office response. It is the 6th today and I still do not have anything from him. I have been paying for this since Feb 2017 and I am inconvenienced without a phone as I have taken an upgrade on my ********** 385 number so that my wife has a phone. Now I need a new phone and I cannot upgrade until October 2018.

I am generally an easy person to work with. This can be verified in my actions as I have not bothered Alston but trusted that the matter has been resolved when I sent the device back. I once queried the amount I was paying per month and was told that it is correct.

You can also listen to the call I made on 06/07/2017, reference number: ********** 86. I was given the following email address: ********** but I received a failure message stating that this email address does not exist.

This is extremely frustrating and I am really at a loss for words as I have always been an ambassador for MTN. Always telling people how excellent the network quality and voice call quality is. I don't think I am asking for anything special when it is clear that I have been paying for something I don't have , MTN acknowledges it, but yet I am given the impression through your bad service and lack of sticking to commitment that nothing can be done. From: Munsoor Kriel Sent: Saturday, January 06, 2018 1:12 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test

Alston, please provide me with feedback asap.

From: Munsoor Kriel Sent: Wednesday, December 20, 2017 11:55 AM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test

Alston???

From: Munsoor Kriel Sent: Thursday, December 14, 2017 7:12 PM To: Alston Singh [ MTN South Africa ] ********** Subject: Re: test

Alston. In case you did not realise this, I need you to resolve this A.S.A.P. Kindly advise on what the process is to undo this mess and at which point we are in that process at this point. I need you to commit to a date with absolute cer*****y.

I am generally a patient man but my patience is wearing thin now!

When you respond tomorrow. Make sure you answer my questions below at the same time as you have not bothered to respond on that email yet...

Sent from my Samsung device

-------- Original message -------- From: Munsoor Kriel ********** Date: 2017/12/13 9:36 AM (GMT+02:00) To: "Alston Singh [ MTN South Africa ]" ********** Subject: RE: test Good morning. I hope all is well and the emergency you attended to was resolved. So Alston, when will I be able to renew the contract andget a new device? Also, I have obviously been paying for something that I did not have the use of since Feb 2017. Please advise what will be happening regarding those funds… I am happy to be credited that to my statement balance rather than MTN refunding me with the money into my bank account. From: Alston Singh [ MTN South Africa ] ********** Sent: Wednesday, December 13, 2017 8:06 AM To: Munsoor Kriel ********** Subject: RE: test Morning Sir, Sorry about that, I had an emergency and had to leave early. The device is in Cape Town, it was returned to the store you took it to. We have located the device and arranging with the manager to have it returned at soonest. Sorry for the inconvenience I’m trying my best to have this resolved Thanking you in advance From: Munsoor Kriel ********** Sent: Tuesday, 12 December 2017 04:39 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test Good day Alston. Regarding our conversation yesterday. You said you would get back to me today. I have not heard from you yet. Please advise… From: Munsoor Kriel Sent: Monday, December 11, 2017 4:48 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test Hi Alston. Hope you are well. So my wifes phone finally gave in last week and I went in for an upgrade. Only to find out that the contract had not been cancelled! Now I’m in a situation where my wife has no phone and I cannot upgrade until next year October. I have called 808 and been on hold so many times. Been transferred from one department to another. I would really appreciate it if you could clarify to me what happened here as well as what From: Munsoor Kriel Sent: Friday, February 17, 2017 4:55 PM To: 'Alston Singh [ MTN South Africa ]' ********** Subject: RE: test The sim swap? It was canal walk. And the lady’s name is Lubna. (not sure of the spelling) From: Alston Singh [ MTN South Africa ] ********** Sent: Friday, February 17, 2017 4:45 PM To: Munsoor Kriel ********** Subject: RE: test Can you give me the address for the store and a contact person? From: Munsoor Kriel ********** Sent: Friday, 17 February 2017 04:39 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test How much is the sim? Can I pay for it instead? Reason being because that sim is activated and th old one does not work anymore From: Alston Singh [ MTN South Africa ] ********** Sent: Friday, February 17, 2017 4:05 PM To: Munsoor Kriel ********** Subject: RE: test Hi, Your order was not returned with the sim card, we cannot cancel unless the sim is returned. From: Munsoor Kriel ********** Sent: Friday, 17 February 2017 04:04 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test Hi bud. What for? From: Alston Singh [ MTN South Africa ] ********** Sent: Friday, February 17, 2017 3:47 PM To: Munsoor Kriel ********** Subject: RE: test Hi Mr Kriel, When can I call you? From: Alston Singh [ MTN South Africa ] Sent: Thursday, 02 February 2017 03:00 PM To: 'Munsoor Kriel' ********** Subject: RE: test Hi Mr Kriel, When can I call you? From: Munsoor Kriel ********** Sent: Tuesday, 31 January 2017 04:53 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test Ok my friend. Can you call now? I have 5 minutes and 7 5 battery left. Best Regards Munsoor Kriel | Service Manager | Tel: ********** /1920 | Fax: ********** | Mobile: ********** | E-mail: ********** | 5 Old Marine Drive | Culemborg | Cape Town | 8001 From: Alston Singh [ MTN South Africa ] ********** Sent: Tuesday, January 31, 2017 4:30 PM To: Munsoor Kriel Subject: RE: test Hi Mr Kriel Good to hear from you, Unfortunately Sir, I have to call you to advise. Thank you From: Munsoor Kriel ********** Sent: Tuesday, 31 January 2017 04:26 PM To: Alston Singh [ MTN South Africa ] ********** Subject: RE: test Hi there. It seems as the wife would just be keeping her old device instead. Can you advise what the payments would be on that contract should we decide to not upgrade? Please respond via email as I cannot always answer my phone.