MTN Midlands Mall and MTN Online

I have been an MTN customer for many many years. Seeing as everything is going online, I decided to upgrade the contract online. Unfortunately I was wanting a dual sim phone but I received the single sim version and so I wanted to return the phone. I received the device on 5 October 22. I called MTN online to log the return and find out what the process is. They advised that I can go into a nearby store and drop it off there and the people in store can sort everything out. That same weekend I went to the MTN store at Liberty Midlands mall and they advised that I would need to go to the service centre (also being at Liberty Midlands mall). I get to the service centre which was not very busy and waited for someone to assist. A gentleman asked what I need and I told him and he rudely asked if I have the device and relevant documents and then told me to wait for someone to assist me. The consultant at the service centre then told me that I would need to call MTN online and get authorization from them to drop off the device and he provided me with a number to call. That monday (10 October) I call the number provided and they told me to go to the store and the consultants at the store would assist. I then called the store and spoke to the manager to explain the situation because I was getting 2 conflicting stories after asking the relevant questions and already going into the store. After a bit of back and forth the manager told me to come into the store and he will be there to assist. I go to the store after work on that wednesday afternoon (12 Oct) and the manager asked me why I am coming to the store so late, being 4:30. He then told a consultant to call the number they initially provided me with and then find out the process and assist me. The contract is not on my name but I has an originally signed power of attorney to grant me authority to transact on the contract holders behalf. Once the consultant called MTN online, they did not want to assist as I was not the contract holder. After much debate and back and forth, they eventually asked to see the signed POA and then advised the in store consultant to log the return. The consultant then did not know how to log the return on her system. After 1 hour, the return was finally logged on the system. In this time of people saying they could not help me and the consultant not know what to do, the manager or senior staff members were not around to assist in the process. The other staff members were sitting around, taking selfies with each other. The return of the device was logged on 12 October, the contract holder called MTN to advise that the device was at the store and gave the relevant reference number and to this day (27 October), MTN online has not logged the return on their side or collected the device.

Firstly, the service in store was extremely rude, abrupt and everyone was extremely unhelpful. Both The MTN Store and MTN online were unhelpful. I fund it unacceptable that the return has not been processed as I need a new device but I have to wait while nothing is being done.