MTN Rewards Co - Is a JOKE!!!!

I upgraded my MTN contract through Rewards Co (these are the people that call you up and offer to upgrade without having to go into the store) in January 2018, and I requested that I would be interested in getting a new Samsung S5 phone (I opted to go with the same phone I had now due to the fact that the one I had was damaged but it would be a less amount in terms of monthly payments). I did all the necessary with the person over the phone and confirmed that clearly that I wanted the S5, and they confirmed that they would organise to have the phone couriered and I wouldn't have to do anything from my side.

The courier company did attempt to organise for delivery of the new phone for Rewards Co but I was unable to receive the phone as they didn't allow second parties to accept the phone unless they had received authorisation from MTN. I received an e-mail with the actual invoice etc for the upgrade, and upon going through it I noticed that the phone that was stipulated was a Samsung J5 not S5. It was at this stage that I contacted MTN who advised me to contact Rewards Co and take this up with them, as they were the ones dealing with the upgrade. I contacted Rewards Co, and spoke to a gentleman who informed me that even though the phone was incorrect, that I was required to accept the phone and then take the phone into a MTN store and ask them to please request for a cancellation. I stated to the gentleman that I was not prepared to do this as I never had time and that the mistake was not from my side but Rewards Co's side. I told them that if they try to still deliver the phone I won't accept it.

It was at this stage that I contacted MTN, and explained to the call centre what had happened, and they told me that Rewards Co was not right in saying that I must accept the phone. MTN told me that they would follow up on this and contact me back to advise on the way forward. I contacted MTN again 3 times in February, and each time I was told that there was nothing that the call centre can do except escalate it. Since February I contacted MTN a a few more times and it is now May, which is 4 MONTHS after doing the upgrade and I still don't have my new handset. Quite frankly I am in the right mind to tell MTN that if they cannot sort this problem out and are still going to allow Rewards Co handle their telephonic upgrades, etc when they are clearly unprofessional in their approach (For the record about 6 times I was contacted after I did the upgrade to request if I would like to upgrade - so the call agents didn't even know that an upgrade had already been done).

I expect that this matter will be treated with the urgency it demands seeing it has been 4 months already, and should I have not received my new handset by Monday, 14th May 2018, I would therefore like to follow proceedings for cancellation of my account with MTN, and will hand over this matter to my lawyer to take further as I have no intention of paying any cancellation charges.