Mtn upgrades are a *****

Re: ID NR ****** CELL NR: ******* UPGRADE: SAMSAUNG S24 ULTRA ORDER REFERENCE NUMBER: ***

In my entire life I never thought Mtn could possibly have such terrible aftersales service for a contract client of 20years.

I've always been a loyal client and always first to defend mtn when people around me complained about poor customer service.

My phone was ****** while travelling out of province... within an hour I did a wim swap to prevent ********s from using the active sim. I only did a swap and didn't have a handset because I wanted to properly go through the deals before choosing a phone.

After having been harassed since 2020 for an upgrade (which i declined as i was fond of my phone i had) i finally needed the upgrade. Instead of using a middleman, I decided to do my upgrade directly with mtn online as they state delivery would be in1 to 3 workdays and this was an emergency. I upgraded on a high end phone around 14:30 on 16 Aug... received a mail stating it was approved within 16hrs, then on 19 August got a mail that said dsv had picked up the parcel... then nothing...

On 21 August I called mtn and they informed me that someone initiated a upgrade for me at 10am on 16 August... a person called Geraldine ... on my behalf without my signature at a store in gauteng... no specific store... that was cancelled apparently when I upgraded directly online.

On 21 August after speaking to mtn, I called dsv with my reference... they informed me that although I've cleared the security check and they do have my parcel, they can't deliver it to me if they don't confirm delivery by calling ME on the number provided by mtn (the number that is not in a phone as the phone was ****** but yet I've provided a delivery address on my application directly online and they are on the landline with me)... then the person on the phone at dsv tells me that the number provided by mtn is a number I've never even had...

My number is 081********... it has been that for 20years... but dsv wont deliver the parcel if I don't answer the phone on a stranger's number ***) which has never been linked to me.

I call mtn again and they tell me I cant cancel the upgrade and that they provided my contract number to dsv and they could follow up... i tell them that i have the swapped sim for my contract number in my hand but obviously not a phone to insert it into to be able to receive a call to arrange delivery... and the lady (PHUMEZILE NTANE?) tells me to wait for the call in possibly 72hrs. REFERENCE FOR THAT CALL: ***.

So without a phone and dsv wanting to call me on a number not in my name, my ID document means zero as some person entered a number on my application... a number dsv wants to call me on yet that number reaches voicemail (I called the number after dsv gave it to me).

So I still don't have a phone, cant be reached by dsv as they have a *****ulent cell number and dont want to call me for arrangements at my workplace of 5years, cant cancel the upgrade and cant go into a store to do an upgrade.

This is ridiculous.

Where to from here?