MTN - very misleading retentions department

I am extremely disappointed with MTN. In summary I chose not to upgrade my phone because during my 5 store visits I felt the customer service in the stores was lacking in comparison to their competitors - and therefore decided to change service providers.

I phoned to cancel in December, was transferred to Desmond at retention's who seemed very helpful and offered a great package which also included a speaker... My phone arrived but no speaker.

In early Jan I called - spoke to a service agent who for 22 minutes confirmed the speaker was included with the package and she emailed Desmond while I was on the line and he would be in touch with me. I asked her to cc me into the email but she said it had already been sent - she even giggled and said dont worry he will be in touch.

4 days later after not being contacted I called and had a 27minute call with an agent who told me Desmond had not actually processed the speaker request - he kept me on the line so that he could register the request and said MTNs couriers would be in touch.

Today 17Jan I eventually got through to Didi also at retentions who was very apologetic however after 24minutes said she would transfer me through to Desmond so he could explain.... I proceeded to wait and then she came back on the line to say she thinks I must log on to lg rewards to register.... I asked where on the page I must go, what information I need and she said she wasn't sure but it may be my number and id... This call was 27.13minutes.

After 4 calls and over 1.5 hours on the phone with polite yet inefficient service agents I am extremely disappointed. Not only have been mislead having not received a speaker.... but now I know I have 2 years of this customer service which was in fact the very reason I intended to leave MTN.