MTN TERRIBLE SERVICE!!!

This is my complaint to MTN after the terrible experience I had with them.

My phone just wouldn’t switch on and since it was still under warranty, I took it into the Benmore outlet for repairs on the 19th March 2026. I spoke to Mahlatsi Ramotshela and he confirmed that it was still under warranty and that he would send it in for repairs. He then asked me if I would like to do an upgrade because it was due in the next 2 weeks. At no time was I told that this would affect the warranty. I clearly remember telling him that the phone was still in pristine condition as I had bought a cover on the day that I received it 2 years ago (if your shop has cameras, you’re more than welcome to check the interaction between the 2 of us and listen to our conversation). The phone didn’t even have a scratch on it. After several days of calling and being told I would be called back, I eventually received a Whatsapp from Mahlatsi with a quote of over R4549 for repairs, it also stated that the phone was out of warranty and that there was physical damage. There’s also a courier fee and a charge to “Tape back Glass” (this glass was never out of place to begin with so why should I be responsible for the taping back? When I questioned why I was paying for repairs when the phone was still under warranty, I was told that the warranty had fallen away as soon as I had app**** for the upgrade. I was then told they were quoting for physical damage, which up to now has not been clarified. I’ve attached screenshots which are self-explanatory. I questioned the following •Why do I have to pay for repairs when damage was not caused by me? •What exactly does “under warranty” mean? •Why should I pay the price of a new phone for damages that were never caused by me? My phone was in pristine condition when I handed it over, it simply wouldn’t switch on I lodged a complaint and MTN has not acknowledged any of the 3 mails I sent or responded to Whatsapps I then reported them to CGSO, I dealt with Mondli, with no positive outcome. I received a mail from Dinesh Kowlasar who did not address any of my questions but was adamant that the fault was with me. When I asked for my phone back, I was told by Sumaiya Shaikh from SSS Cellular that I would need to pay R350 to get my phone back. I responded to say the fault was not with me and to date, none of them have responded to me. This phone has all my late daughter's pictures and messages on it and is extremely important to me, My phone is still with them as I refuse to pay R350 in principle for a fault that was not mine.