Pathetic Customer Service

I've been a loyal client for more than 20 years. On 14 September we went to MTN Cape Gate and Revan assisted us. He checked all our numbers and confirmed that we have upgrades on all of them. My daughter wanted an iPhone and he even ordered one.

He informed us that the Samsung note arrived (17September 2021) and the Iphone on 23 September 2021.

On 30 September 2021 we went in and Warren assisted us.

The 1 upgrade was done for the Samsung Note.

When we wanted to do the upgrade for the Iphone, we were informed that it was a mistake. How the hell do you confirm, order and then change the decision due to incompetence when the client is there? The best we got was that we can apply for an early upgrade ourselves.

The other contract was completed, but then there was some or other IT issue. Since then, we have been fighting to get the phone from MTN. How do you as MTN complete a contract with a client and then you cant release the phone due to your own incompetence? Warren told us on the 30th of September 2021 that we can collect later as soon as the system is sorted. Today is the 11th of October 2021 and we are still waiting. The phone (Samsung A35) was there, we paid for the screen protector and cover (which is still in MTN's possession). Now we get a message that they only have blue but can order, yet on the day of signing, a phone was available. So that phone just disappeared.

Surely this is not the way you should treat clients, I will not even comment on the level of professionalism.

Maybe it is time to move my private and business accounts from MTN to Vodacom.