MTN Store blatantly refuses to cancel upgrade!!

Dear Sir/Madam

I wish to complain about an MTN store at Mall@Carnival in Brakpan near Pick n Pay, East Rand. I am complaining because the store is blatantly refusing to cancel an upgrade I made on Saturday 4th March 2023.

When I went on Tuesday 7th March to make the cancellation, the lady who assisted me with the upgrade by the name of Cathraine gave me the MTN Call Center number, for them to check if there was no cancellation I needed to pay.

Upon calling, the Call Center consultant advised me that the mobile device was still within the 7 days period and that I did not have to pay anything, he then advised me to take the device back to the store provided there was no physical damage and everything including its original box was there.

Today 8th March I went to the store to return the device as per agreement with the consultant, however the store representative Cathraine is singing a different tune. She tells me that they "unfortunately can't take back the device" with no valid reason whatsoever, I then ask her why she would tell me to call MTN Call Center to begin with if they were not going to take back the device. She then tells me that MTN Call Center usually gives its clients wrong information, which is the case now in my situation. I then asked to speak to the manager which they refused me as well without reasoning.

They are now delaying so that the 7 days grace period lapses so that they can have something to hold on to, because there is no physical damage to the device or any at all, it is still in its original box together with everything I got it with.

I believe that the response is unfair because I did everything they asked of me, I look forward to hearing from you as soon as possible to resolve this problem. My mobile number is: ***