MTN refusing to fix their mistake

<p>Last year I elected to take an early upgrade offered telephonically by one of MTN's franchise partners.</p> <p>I upgraded to a Samsung Galaxy S7 handset. When the phone was delivered, my wife (who is the contract owner) signed for the phone, and opened it - it turned out to be the incorrect colour (Rose Gold instead of Black). She asked me why I'd ordered a rose gold phone, and I realised they'd sent the wrong colour. When she indicated to the courier that she wanted to return it for an exchange, he claimed he was not allowed to take it back (an MTN call centre agent later told me this was not true).</p> <p> </p> <p><br />I immediately clalld MTN to rectify, they told me to call the company whp pprecessed the upgrade. I then called the franchise company and they told me they couldn't help, I needed to call MTN as they did not handle exchanges. I then called MTN back and arranged for a collection of the phone to happen. This was within the stipulated 7 day period for exchanges</p> <p>I advised the agent that I would be leaving one week later on holiday, but they never arrived to collect the phone.</p> <p>When I returned from holiday I again attempted to rectify this matter. I was advised to go to the Canal Walk store and see Fabian Solomons who would resolve the issue. I drove to Canal Walk, and after an hour of phone calls etc they advised they could not help me as the box was open and it was more than seven days after the delivery!!</p> <p> </p> <p><br />The store mailed the channel enquiries email AGAIN asking for them to contact me to resolve, and now, 3 days later, still nobody has contacted me. I am fuming as I have spent more than 2 hours making phone calls, as well as a fruitless store visit, chasing after your company to resolve MTN's mistakes!</p> <p><br />MTN mistakes:<br />1. Sent me incorrect colour handset<br />2. Courier refused to take the handset back<br />3. Never collected the handset in Dec 2016 as arranged<br />4. Canal Walk store refused to assist even though I was assured they would resolve this and do the exchange.<br />5. MTN claiming they can't help as the 7 day return period has elapsed.</p> <p> <br />I simply want MTN to have the incorrect phone collected from me and exchanged for a black one, why is this so difficult??</p>