Negligence and Incompetence

I took out a contract for two phones with MTN last year in November . I have never skipped a payment all is in order . On Sunday my phone Huawei P40 lite went dead and I took it to the an MTN franchise in Meadowdale and they advised that it would come back quicker if I took it to SSSCellular .They provided me with contact details and I called them , they informed that they would be able to assist however I needed to provide them with POP / Contract ,which I do not have anymore . They advised that I contact MTN for assistance which I did on the 27/09/21 .

I spoke to someone and they said they would escalate it to their back office and my contract would be sent to me the following day . Today 28/09/21 I called to find out if this was done and I spoke to Paulinah who informed me that the only thing she could pick up was my ID,Proof of Address and bank statement she also added that it doesnt look like my contract was uploaded and that they recently changed the system and my contract was probably there . She explained that she does not have access to that and will put me through to their sales department . Shanisa picked up and basically repeated what Paulinah said , so my question was how is it my problem that my POP/Contract was done on the old system cause all I needed was a document to be made available to me so that I can get my phone fixed which is still under warranty . She then said she would escalate it to RTT and put me through to them . She put me through and Shayisa picked up who was more than happy to cut my call before I could get any assistance . I called back and she picked up again and she put me through an to an ISLAND .

I am extremely disapointed at the incompetence of MTN agents . I can not stress enough how frustrating it is to be without a phone which you are paying for .

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