MTN Direct / Retensions - Stay away!

Please do not use MTN direct online upgrades, the service is a joke. On Monday 01/04/2019 I went online and app**** for an upgrade, Tuesday morning I get a call from MTN (I didnt phone, they phoned me) stating they will assist me with the upgrade. So after talking to the lady she informs me that the P30 is launching and it will be the same price as the phone I initially wanted, great she reserves one and tells me to come to Cradlestone Mall with my ID. Latter that day I get an SMS stating my upgrade is approved? Confused I phoned MTN...

Then they told me the retensions department completed the online upgrade, realizing then that there is 2 departments assisting me with the upgrade I asked them to cancel the online one so the Shop can help me (as they reserved a phone, and I no longer want the phone on the online request) - got a reference number (this after trying multiple times to get through to retensions)... That evening I go to the shop only to be told that they cant assist as the online upgrade wasn't cancelled, they then try and get hold of the lady to cancel - no luck.

Wednesday I get a sms stating my phone is with couriers, again phoned and asked them to cancel. I get a call latter that day after I logged a complain... (Finally the lady processing the online request does something) Thursday, I phone MTN asking if it is now resolved. No- they emailed the courier to return, but cant tell me more than that. So I phone the courier! They then prioritize the return to MTN (Cant see why the lady could do this, maybe MTN does not give the staff access to phones?) Phoned again on Friday the 5th was told the phone wasnt returned and theat they will sort it out on Monday Monday morning I receive an email stating the phone was returned, but MTN is now waiting for the return number for the warehouse. Latter that evening I phone, was then told the warehouse hasn't processed it and I must wait until Tuesday (Today). This morning I get a call from MTN the lady informs me that the warehouse has still not processed the returns and she will check again tomorrow. Really MTN, this is customer service. Check my system, oh it inst done - instead of sorting this out you inform your customer that you will check again in another day!!!!! Come now!!!

Also just note, MTN direct states it can take up to 10 working days for an online upgrade to get delivered (or cancelled as per the lady)! Rather go to a store!!!