MTN "retentions" makes it difficult to stay with MTN

<p>On the 18th of August I dropped my MTN contract phone and it was not usable. I was due for an upgrade in September so on the 19th I called 083 1 808 from my work phone to find out if I could pay a fee to upgrade early. The agent informed me that I needed to go into a store. I had plans that evening so I moved them around because I was without a phone. In-store I was informed that they can't help me and I need to call the call centre. This was very frustrating as I just did that earlier that day plus I had no phone to call from. I had to borrow one of the staff's phone to make the call. Because of my irritation I decided it was best to get a quote to pay up my contract and work towards closing it so I could move to another service provider. On the 23rd I received an email from retentions stating that they would like to keep my business and that if I choose to stay with MTN I'll get the first month of my new contract free- a meagre 4% discount. I then get a call from retentions where nothing is really resolved. Out of the urgency of needing a phone I decide to go ahead and upgrade. I send a email to retentions then I get a call from Maude. She was pleasant and helpful, but I was told that I need to pay up my arrears before I upgrade. Fair enough. I decide to go ahead with trying to pay up my contract. Then I get an email from Maude saying that I can upgrade if I pay one month in advance. Great, I'll do that. I reply to the email enquiring about the process. it has been 11 days since I sent that email and I have recieved no response. 5 days ago I sent an email to retentions and customer care. No response from that either. I have another number which is due for an upgrade (my mother's phone), I went in-store to upgrade hers and mine, assuming that the one month in advance arrangement was valid- I was told that it was impossible to do so.</p> <p> </p> <p>I am very irritated with the service I'm recieving. I would like to stay with MTN but they're making it difficult for me to do so. I want to keep my business with them, but it seems like they don't want my business.</p>