MTN - WORST Customer Service

I am writing to you on behalf of my father who is a 66 year old pensioner and has a cellphone contract with MTN.

The contract was due for upgrade two weeks ago. My father made a trip to the MTN store located at Vaal Mall in Vanderbijlpark. He was assisted by Portia. He explained that due to his age he would prefer nothing but a Samsung cellphone as he is more fami**** with the operating system of Samsung. To which Portis response and explanation was that they did not have a black Samsung but a blue Samsung. The colour issue was resolved with my dad agreeing to compromise his colour specification.

My 66 year old father was then given a new contract to sign with no further explanation, and he continued to sign with confidence that it stated as per what he and Portia had agreed to. Also, when he requested a copy of the contract it was not given to him.

My father arrived home, opened his new cellphone to find that it was in fact not a Samsung phone but a hisense device.

My father immediately went back to the store the following day, my 66 year old father who uses public transportation to commute, and he spoke to the same Portia who refused to assist him and told him there was nothing she could do, to which she later said she would contact her manager and they would call my father. My father insisted that he leaves the device behind but he was however told that he must keep it as no one would take responsibility for his device should anything happen to it.

The agreement was that he would be contacted within two days. This never happened. He then again went back to the store, was made to wait for over an hour without any reason given, and this time around there were managers present, Petunia Phokobye and Shawn, he said he would sort the matter with head office, and would contact my father as soon as the matter is resolved. He too refused to take the device back. But my father insisted to leave it at the shop as he did not want to be ******* nor cornered by contractual clauses unknown to him, especially considering the fact that Portia had previously refused to give him the newly signed contract. (more information: MTN vaal mall number ***, Managers Christa - Shyane ***, Shawn *** ***)

The cell phone had been left at the store for close to a week, no word from the store (Portia or Pertunia or Shawn). My father has resolved that he will rather cancel this contract and seek a device from a different service provider.

Our request is that you kindly assist us with the cancelation process, as it has already been initiated as per Twitter conversation without our consent, there is not communication from the store in question and when we call MTN we are told that the cancelation can only be done at that particular store.