MTN DIRECT, MTN WAREHOUSE, MTN RETENTIONS DEPARTMENT

We have upgraded our one contract on 02/12/2019. We hsve received the phones on 07/12/2019, whereafter we realized that we did the incorrect upgrade. We went to our nearest MTN shop the following day, but they advised us that we need to speak to an MTN Direct branch to rectify same, as we upgraded online. We then called on 06/12/2019 and returned the phones on 07/12/2019. They then arranged for collection of the phones back to the warehouse and we received a collection number on 09/12/2019. We then provided the MTN retentions department with same and they provided the warehouse with the reference number. Ever since then we have been contacting the retentions department to follow up on the cancellation in order for us to proceed with the correct upgrade. This resulted in an endless, very frustrating battle without any success to date. They have been full of empty promises, they call you just to calm you, especially the supervisers, Themba and Precious, to name a few. But no one has actually try to resolve our query and provide us with proper feedback and resolve this nightmare. Why is it so easy to take your money every month but not service a client from since 2011??? The worst service and experience ever!!! We will most definately consider a new network provider, as MTN simply DOES NOT CARE about the small fish customers!!!