MTN selling Faulty Sumsung Z Flip6

Email sent to MTN and no one is assisting, when I call they transfer my call from one agent to another, some even hang up on me: I hope this email finds you well. I am writing to formally lodge a complaint regarding my experience with MTN’s handling of my Samsung Z Flip6 device which I purchased on contract in December 06 2024 at Jabulani Mall Soweto.

In mid-January the device started overheating and freezing, prompting me to return it to the store in February 07 2025 as it was still under warranty. I was initially informed that the phone will be replaced. However after 14 days, I was given the same device allegedly “repaired” without any documentation outlining the issue or the repairs conducted.

I expressed my dissatisfaction to the store manager in March 02 2025, explaining that I could not accept a repaired phone barely a month after purchase. She assured me that she would escalate the matter to the Regional Manager and provide feedback, which never happened.

Today I visited the store again for an update, only to be met with unprofessionalism and dismissive behaviour from the store manager. She stated that the Regional Manager said there is nothing he can do and she must book it in again, she further showed no urgency in rebooking the phone for further assistance as she said they are all in the store room, she’ll see when she’ll get a chance to book them. Despite my ongoing payments, I remain without a functioning device which is unacceptable.