New Contract, but MTN is giving me grief and poor service I received from N1 City Mall Branch

I went to your N1 City Mall branch on Friday 13 April, to open a contract. I was assisted by Masi Shumi as I qualified on the system and was advised that I will need to wait 24 hours for a sms.

On Sunday 15 April I went back as I haven't received the sms yet, (Masi was off) I was told it takes 24 hours I will need to wait again of which I was okay with it as it was a Sunday. On Monday 16 April, my husband went in to MTN N1 City again (as I was in the car with our baby) Masi was again not there as a gentlemen advice he is off ill. This guy checked with my ID number on the system and advised "the application is still in process", but he will do a follow up and will give me a call by latest Tuesday morning.

Tuesday afternoon 17 April I went into the store AGAIN, was then assisted by two colored ladies (sorry I don't have their names) who was sitting at the front counters. The one lady checked on my application and then called the other one to check something on the screen - I was then asked if I had an account with MTN before; of which I told them there was a ***** account listed on my name of which was closed by MTN Legal.

They asked me for the letter, but I never received a letter from MTN just an email from Gemini PLaatjies dated 18 April 2017 from MTN LEGAL DEPARTMENT Ref Nr: ********** 9

The lady then asked me to get a letter as the system is prompting that they need the letter, I told her I haven't received a letter just an email and If I knew you needed that I would have given it on Friday to Masi as he randomly asked about it but never asked for any sort of proof. I asked the lady if she cant request a letter as it is MTN, she told me yes I can, but it's going take much longer.

There was no sort of urgency or emphases provided from their side. They told me Masi is in hospital that's when I asked why hasn't the Team Leader/Supervisor taking responsibility for all his pending applications.

She told me "this is a walking centre we will attend to it once the customers comes in, I then said but this is my 3rd time already. No phone call received after I was promised on Monday and n top of it you asking ME to get the proof of which you are working for MTN and you can get the letter from you legal department. I then asked for all my documents which they handed to me and have requested for this profile to be closed as I will go to another store due to LACK OF CUSTOMER SERVICE!.

Yesterday, 18 April I went to Parow Centre branch was assisted by Monique Phillips very efficient and friendly totally the opposite of the staff at N1 City Mall branch. She immediately called me after a few minutes to ask for a letter as well after I gave her the email. MTN is requesting the same letter.

Can MTN not pull the letter which they have never send me before from their own systems?? I do not understand WHY I must get a letter from them if they are the client who dealt with the actual ***** case...

Can someone please assist with this matter as this is unacceptable and unprofessional as I am taking out a contract from the company who gave the instruction to MBD to close this account due to *****.

I've got another contract which I took out in 2016 at Vodacom and got a bank approval to purchase a house this year and now MTN is giving me grief to get a contract with them.

How is that possible???