Nightmare Upgrade and Worst Customer Service!!

After more that 2 months of struggling to do my upgrade, it has come to the point that I need to inform someone at MTN about the MOST TERRIBLE SERVICE I've had in MANY year's from any company EVER!

Towards the end of November (around the 24 / 25th of November), I went to our MTN Store in Dundee to discuss my Upgrade options. (We've always been lucky to upgrade every second year around Black Friday time)

Unfortunately they did not have the IPhone 14 Pro I wanted, and for some reason they weren't able to get it for me. I then ordered the Samsung S22 and did the upgrade in-store.

A few day's later on the 29th of November, I received a call from MTN Online (Mondo). UNFORTUNATELY I do not remember the lady's name that "assisted" me over the phone. As soon as I answerd the phone, I told the lady that I have already upgraded. She then told me that the upgrade only gets processed by the branches, and MTN Online finalises the transaction. ALL LIES! I then asked if she will be able to change the phone I selected in store to the Iphone 14 Pro over 24 months, where se rep**** that she can, and that the phone will be delivered within 3 - 5 Days.

I was so happy and thought this was such a easy and hassle-free upgrade.

Unfortunately it turned into one of the WORST experiences of my life!! Early December they attempted to deliver my contract with DSV, but there was a issue with their Scanner to scan the parcel out. They couldn't deliver because of this. They attempted a second time, but this time DSV's thumbprint machine didn't work, and they couldn't deliver because of this once again. On the third attempt, on the 15th of December, I finally received my phone - just to discover that it was THE WRONG DEVICE!! I had received the Iphone 14 Pro MAX. This was NOT what I asked for. I'm a farmer, and carry my phone in my shirt pocket - this device was NOT going to fit in my shirt pocket as it was way to big and extremely heavy!! And, only then, did I discover that the contract was done over 36 months, and not 24 as I wanted.

After the long weekend, on the 19th of December, I contacted MTN, explaining all that has happenend, and asking them to cancel the complete transaction and that they should arrange for the device to be collected.

I probably made 100s of phone calls with everyone telling me "we appologize for the inconvenience", but not assisting with the situation!

At a point we contacted DSV directly as MTN told us that they have instructed them to collect, but, only to find out that they have not received any instruction from MTN to do so.

I can not explain the level of frustration that we have expierenced!!!

We went back to our Dundee branch (we went back more that twice after initiating this upgrade), BEGGING them to try and help us. But according to them, they were unable because of it being a Online Upgrade.

On the 4th of of January 2023, we spoke to a man at Mondo, Lezain Williams, who, FINALLY arranged for the device to be collected the following day. But, once again, up until today, this NIGHTMARE UPGRADE has not been cancelled, and I'm still without my Iphone.

The part that worries me is, that we have upgraded this number for MANY years over the Black Friday period, where we used to get quite good deals when we upgrade - but because of ONE incompetant person, not listening to what I wanted, and who mislead the whole situation, I will loose out on this.

I have tried to speak to Managers, Area Managers and if I could, I would call the CEO of MTN. Because it just seems as if there's no one at MTN that actually gives a damn about great Customer Service, and were willing to go the extra mile to sort out this nightmare!!

I'm currently waiting for a certain period to pass (info given by Mondo), then only will they be able to cancel the contract, and re-do the upgrade. Can someone help to speed up this process??? It's been 2 MONTHS!!

This has honestly been the worst experience I had. What makes this really sad is, we've been customers of MTN for many YEARS, MTN even has a Tower on my farm! I maintain the road to this tower free of charge - and this is the service I get.

But, I will most definitally be thinking about changing my service provider when it's time to upgrade again.

I cant do the upgrade at our Dundee Branch as they say that there's no stock of the Iphone 14 Pro. But, as far as I know, MTN Online has stock? How does this make sense?

From a very disappointed and upset Customer