MTN South Africa is full of nonsense

My mother has entered in to contractual agreement with MTN South Africa February 2021, the contract state that she is to get cellphone and TV which she DID NOT RECEIVE to date, it has been1year 6months paying this contract that was *******ly or **********ly entered into, by ***** or ******* I mean that when a client does not minimum requirement they are not supposed to enter in to a contract.

Despite the fact that she didn`t have a TV license she was advised to use my aunt`s license even though they do not use same residential address The matter was escalated to MTN legal and regulatory team to provide a way forward. Last week we received this feedback nonsense with no remedial action. This is their feedback Please see feedback below: The agreement between MTN and the Consumer is for the provision of network services and a device, as per the subscriber agreement. MTN has provided the same. The marketing material discloses that promotional material is provided by Samsung and in accordance to their terms and conditions. MTN is neither disputing nor accepting that one of its staff advised the consumer that another person’s TV license may be used to redeem the promotional goods. MTN does not define the terms and conditions and does not offer to or provide the promotional goods. The TV license requirement is prescribed by regulation. As per regulation, a TV license is transferrable between persons living at the same address. This information is accessible to the public via the public broadcaster website.

So my question is, what is an amicable way forward, why was contract award even when she didn`t have a TV license and how did they process contract while document provided were not in accordance with rules regulating their promotion..

bitter and client