Online Direct Sales! Not able to port my number

Good afternoon,

Over the past month I have had the most appalling service from MTN, just to try and open a new contract. In June, I tried at least 2 of your stores to open a new contract. Firstly, I tried your Hillcrest branch in Durban, but was told that they don't keep stock of the Samsung S21FE instore and thus it needed to be ordered, which I requested, dealing with a lady named Yoliswa, who said she would call me once the phone had arrived. After more than a week without any contact, I tried calling the store a number of times, on the 28 June without any answer. I then tried the Pavilion branch and was also informed that they don't have stock and it would take 2-3 weeks before any devices would arrive. On both occasions making it explicitly clear that I'd already cancelled my current contract with a different service provider and wanted to port my number to MTN. It was recommended that I try placing the application online as it would be a faster process and that I would still be able to port my number.

My first attempt on 28 June was unsuccessful, as there was an issue receiving the OTP. My next attempt was on the 4 July, when I received an email that my application (***) had been submitted for approval. On 7 July, after not having any feedback I contacted Customer Care via email, having to follow up twice, without any success. Eventually after waiting more than a week, I tried the FB chat (which I have attached for your reference) as I was unable to get through on the 083 135 number, who weren't able to assist and gave me multiple numbers to call. After talking to a number of people from MTN, MTN Mondo and MTN Rewards, I was informed that the application was rejected, but no reason was provided. Thus, I started the process online again on 15 July, which was finally successful.

My new device was received on 19 July, since then I've tried to port my current number over to the contract, without success. I've tried to SMS PORTME# and haven't received a response. Once again, I tried FB chat as that is the only source that responds. Again, after a few messages and being told to buy a new Prepaid Sim card, RICA that Sim card and try the porting process again, I was informed to call another number, to ask for activate "number4life". On 25 July, I was eventually able to speak to a consultant (135) about porting the number who said it was possible, again that I needed to RICA a new prepaid sim and port the number first and go into a store to transfer the number to my new contract. This week I went to the branch at The Atrium and was told only a "direct" store could assist. Today, I went to the "direct" store at the Pavilion only to be told that there is nothing that they can do, once the contract is activated they can't change the number and that I now need to cancel my contract and call MTN Direct Sales. I have tried calling every number provided to me, including the 083 135, which does not ring when I call it from my non-MTN sim, and neither does Direct Sales.

In my opinion this is absolutely pathetic! Firstly, it is nearly impossible to get through to anyone on the half a dozen phone numbers that I have been given and the support on FB chat is unable to assist majorly apart from giving you a new number to try. Secondly, you get pushed from one person to the next, each telling you something different. Thirdly, if you try emailing Customer Care, which I have done again and again, you get a response from someone new every time.

This issue needs to be resolved with a matter of urgency!

I would like to cancel my recent contract application (***) and return the device. Please can someone contact me directly to start the cancellation process.