MTN cellphone service providers lets me down

Good afternoon, I have been a loyal MTN customer since I was probably about 12 years old, and this is the first time I have been completely fed up with their service. I have been into the Tyger Valley branch (Western Cape) three times from around Feb to March. The consultants are not entirely the problem. They try to help, but they can only do so much. My story: Somewhere from November 2017 to January 2108 phone consultants called and after numerous ongoing calls I finally answered in Jan 2018. I cannot remember his name or the exact date. I was at work at this time and not actually allowed to be on my cell phone since I work with people, needless to say I was in a rush to get the phone consultant off of my back. I know I was due for an upgrade, but did not want to upgrade quite yet. I was waiting for the iPhone’s price to come down a bit. I did however want to upgrade in a couple of months. I made this clear to the man I was speaking to on the phone. It seemed silly to me that I had to keep paying my full amount on my contract when I could only be buying data. The man offered me a monthly package of airtime and data. Again, I made it clear to him that I did in fact want to upgrade to the iPhone 8 in a month or two. He insured me that this was still possible and I could just then take out a device only contract when I decided to upgrade. As I understand now (which the consultant was obviously unaware of), there is no such thing as a device only contract. To my surprise, when I wanted to go upgrade, I was told I was already upgraded to a full two year contract which now means that I cannot upgrade anymore. You can imagine my disappointment and anger. The consultants at the Tygervalley branch where helpful in sending emails to the relevant department to get this contract cancelled. I have spoken to three consultants there, including the manager, they have all sent out emails regarding this problem and none of them has heard a drop of feedback. This is unacceptable. I am usually a very patient person, I understand the consultants at Tygervalley cannot possibly do more for me than they already have. I feel the only way that my situation will get any attention is through me logging a complaint. It has been plus-minus 5 weeks since the very first email was sent through regarding my situation. I was there for the third time on 29 March 2018. The consultant I spoke to couldn’t do anything except send an email, again. Needless to say, he can’t help me any further if nobody is responding to emails. And needless to say I did not walk out there feeling any happier or more hopeful than I did any of the other 3 times. As I mentioned before, I have been a loyal MTN user since a round the age of 12. This is the first time I am considering moving to another provider. And now after sending the consultant two emails this week regarding feedback on my problem, and no replies, I am fed up. I will be going to see new cellphone providers in the upcoming week. Since I do not feel as if I am a valued customer.