No assistance with a ONE WEEK early upgrade and POOR service from all staff members spokent to.

I am absolutely appauled at the service recieved from both the MTN Store in Bedford Centre, as well as the call centre. I have been sent from pillar to post in trying to get an upgrade ONE WEEK EARLY. It is ONE WEEK! I understand that there are policies put in place but I have been a loyal customer for YEARS! The reason for wanting an early upgrade is because the package I am wanting is only valid until 30th April which is ONE DAY before my upgrade is due.

On Saturday (20th April) I had gone to the Bedford Centre store where I was assisted by Mmabola. She has given me all the contract documents to sign which I have signed and left at the store as she had told me that she needed the store manager to approve the upgrade before handing over the phone. On the 21st April, I have received a phone call from her telling me all has been approved and I can come into the store to finalise everything and receive the phone. I had gone into the store on the 21st April after receiving the phone call from Mmabola only to find out that she still needed the manager's authorisation - Therefore wasting another 40 minutes of my Easter Sunday and petrol to get to the store. She had said to me she will get sort it out on Tuesday morning (today - 23rd April) and will call me to come through and finalise everything today. At 12pm this afternoon, I had still not recieved a call so I decided to call in and speak to the manager (Cindy) as Mmabola was not working today (very convienient). The manager was not in store for over 1.5 hours of me calling in. Once I had eventually called in and got hold of her, I was told that she cannot assist and I must call 135 or come into the store to call 135. WHY was this not communicated to me on the Saturday when I initally came in as this phone call could have taken place then?

I had then called 135 and had spoken to 2 ladies and a supervisor. I was told that I cannot do an early upgrade of ONE WEEK due to my phone not being physically damaged? The supervisor was not willing to assist me whatsoever and was extremely unhelpful - Even after explaining the poor service I had received thus far. I had then contated the store manager who told me in a shouting manner I must have done something for them not to give me an early upgrade (Implying I have not paid or something) as they usually allow these sort of things to happen.

Needless to say, I am now needing to travel to the store AGAIN, collect and destroy a signed contract that I have left with them - Making that my 4th waste of a trip and several unhelpful phone calls.

So let me get this right? The fact that I am LOYAL customer of MTN and have been for many years, the fact that I pay my account on time every single month without you having to chase me, the fact that I have looked after my phone and have not damaged it - THESE are the reasons why I cannot get an upgrade ONE WEEK early and cannot take advantage of a deal that you have running as it expires on the 30th April? This is why? Really?? Some service you guys provide!

This is absolutley pathetic. I do not feel that this is the way in which a LOYAL customer deserves to be treated.

I expect a phone call from someone willing to restore my faith in MTN. As it is, I am not happy and will be sure to let everyone in my family and all of my colleagues know of this poor service. I will most certainly NOT recommend MTN to anyone.

I await a phone call!