Pathetic service and defective samsung

Subject: URGENT COMPLAINT: Unacceptable Repair Handling & Refusal of Loan Unit – Contract *** To MTN South Africa Customer Care / Management, I am writing to formally lodge an urgent complaint regarding the unacceptable service and lack of after-sales support I received at your MTN Watercrest Mall branch. Two months ago, I purchased a Samsung S25 FE from MTN Watercrest Mall. The device has already malfunctioned and is no longer charging via cable; it currently only responds to wireless charging. When I visited the MTN Watercrest Mall branch to resolve this, I was informed that the phone must be booked in and sent to MTN in Johannesburg, with an estimated turnaround time of 7 to 21 working days. To make matters worse, the branch explicitly refused to provide a loan phone for the duration of the repair. Expecting a customer to go up to three weeks without a functional handset—while continuing to pay monthly contract fees—is completely unreasonable. Mobile devices are essential for daily life and work, and being left without a substitute unit is a total failure of basic customer care. MTN is quick to finalize sales and lock customers into long-term agreements, but the level of after-sales service provided when a nearly new device fails is appalling. After decades of mobile telecommunications in South Africa, a major network provider should have a seamless, customer-centric protocol for defective devices. I require an immediate resolution to this matter. I request that MTN either: * Provide a suitable loan phone immediately so my device can be sent for repair, or * Replace the defective unit directly. If this issue is not resolved promptly with an acceptable temporary or permanent replacement, I will request the immediate termination of my contract without penalty, escalate the matter to the Consumer Goods and Services Ombudsman (CGSO), and report the handling of this hardware failure directly to Samsung South Africa. I expect a prompt response and resolution today. Customer Details: * Full Name: Ryan Lubbe * Mobile / Account Number: *** * Store Location: MTN Watercrest Mall * Device: Samsung S25 FE