Incorrect service/advice given to me with regards to Insurance , and subsequent ignoring me as the customer when lodging a complaint.

I want to make known the appalling service and especially after-sales service which I received from MTN Somerset Mall.

1,.) Firstly, a consultant Mogamat Smith simply messed up the process with regards to advising me to the responsibility of updating my handset insurance details myself when I upgraded during April 2018. I asked whether my insurance was still good for the new phone, to which he rep**** "yes", and not "update your IMEI number yourself with Pinnacle Marketing" like I found out afterwards he was supposed to have done. I as an customer do not have knowledge of MTN's processes, therefore my initial query was justified and a consultant like him's job is to guide a customer through the correct processes.

2.) My handset of 3 months old was subsequently ******, leading to a scenario where I can't now claim for a replacement Huawei P20 Lite because of his bad/incorrect advice), and I have subsequently traveled very far and costly to get to the branch on 3 SEPARATE OCCASIONS to try and engage with them to sort this mess out.

3.) Not once was the branch manager, Allison Petersen, available or in the store to talk to, leading me to question whether she exists at all (I was there on a Thursday afternoon and two Saturday mornings).

4.) When I spoke to two other consultants during those visits, they both sent her an email asking her to please call me as I cannot travel to the branch all the time as it is expensive.

5.) She returned my call the first time, and promised to speak to Mogamat to get his side of the story and then call me back. I have been IGNORED and haven't heard from her since.

6.) I called the store's phone ( ********** ) over 10 times on different occasiond and no one EVER answers, nor does anyone who works there reply on emails, which is why I have to personally travel to the branch multiple times in order to try and get some response and answers.

7.) They are not taking any responsibility for their mistake, and seems disinterested in what ever I have to say.

8.) On Saturday, 13 July, there where periods where there was only ONE to ZERO consultants busy with with five desks available. This means waiting 45 minutes to get help even though you are like 3rd in the queue. The looks of the customers said it all, especially when if we turned around to view the Vodacom and Cell C shops, all your could see were a bunch of busy consultants and customers.

The mistake the branch made, and ESPECIALLY the shocking/appalling/laughable never-before-seen level of so called "after-sales service" received, is the cause that I am now done with them, and very soon an EX-CUSTOMER of MTN.

When I told friends about this turn of events, all they could do was shake their heads in disbelief. I have received very little to no contact from MTN, therefore I am forced to vent my frustrations on this platform

Good riddance to this garbage.

Am I the only one this has happened to. I suspect not.