MTN poor customer service

I went to the store Tues 8 Sept to apply for a new contract after an unsuccessful attempt online. They could not access my things for some reason. I told the consultant that I want to open a new contract as I do not want to keep the number I had on contract and wanted to keep the number I had on prepaid. He advised me that I can still upgrade on the contract and do sim swap to keep my desired number. I thought ok, perhaps this is now possible. It was not! This was figured out after I had called the store after numerous calls to the call centre. This was Mon 14 September and they said I would have to go in on the day as that would be day 7 and if I return the device after that then a penalty applies. I could not leave work to go in and went Tues 15 September. It then reflected a penalty which I refuse to pay as I was not at fault and was fed up with all the back and forth. The store manager had to speak to head office to waver the penalty .

I returned the device and cancelled the contract. The process to write off the penalty was supposed to be cleared up within a few days but it is now mid October and it is still not sorted.

Even with previous queries to the call centre it would be a frustrating process because I would hold for long and be transferred from one department to another.