MTN - POOR CUSTOMER CARE AND SERVICE

I was contacted by their direct sales team to upgrade my phone contract. My mistake was to agree and signed for an Iphone16, chose a black colour. As it's sales, they were very quick to deliver this phone at my home, but they sent me a wrong colour. On phoning the Office, they apologised that they don't have a black colour, only the one they had sent.

They have the audacity to send me a colour i never chose and never saw a neeed to consult their client. I decided to cancel the contract, using the cooling off period as my reasoning.

The Direct Sales agreed to process cancellation and organised for the collection of the phone. DSV, their courier service, collected the phone on the 10th of October 2024 (collection manifest ws created by Rosanne Munsamy) and the DSV person, who collected,was Sfundo.

When I phoned Direct Sales a few days later, I was told cancellation will be processed once phone reaches their Head Office. So never checked thereafter.

To my surprise, at the end of October, I'm debited for a cancelled contract. Then the circus starts, with a Company that shows no interest in customer care, only interested in growing their sales.

On Monday 04/11/24, I phoned 135 number to lodge a query, reference number given is REQ*** and asked to phone on Wednesday morning to follow up. When I challenged this follow up story, I was told they don't phone clients for these reference numbers, I must phone.

I did that yesterday, after relating the full story again, was asked to wait for a response and the phone ended up being cut. Never received a follow up call and I had to phone again.

I phoned again this morning, related my full story again and consultant tells me the upgrade was completed on the 10th of October, which in fact was the collection day. Basically, MTN system still doesn't have a record that this upgrade was cancelled and i don't have their gadget with me, as it was collected on the 10th of October. The Consultant this morning gave me a number to phone, when i objected, tells me i must phone or the debits will continue.

Where is customer care, really? Is MTN now such a big Company to the extent that their clients must beg for service, unfortunately I refuse. I'm asking for a simple service and resolution of my problem. MTN made a ****oo, they must correct it and not expect me to jump so many loops for resolution.