Pathetic service at MTN Waterfront

In September 2019, my mother booked her phone in at MTN Waterfront to be repaired. After months of telephonic and email follow-ups as well as visits to the store, my mother was informed that the sim tray was missing and that they could not give her phone back without it. Wisegirl and Clinton Tobias are the managers of the MTN Waterfront store. They have assured my mother that they would send emails to the MTN repair centre on behalf of my mother but have never done so, they have promised to respond to emails, even just out of curtesy at least, but have never done so either.

On 07 June 2020, I emailed every email address I could find on the internet for MTN, including the Ombudsman and to date, I have not received any feedback. My mother has even sent numerous emails requesting that they cancel her contract and give her the cost of that as she cannot continue paying for a phone which is in MTN's position for the past 10 months! About a week ago, she eventually received a response from MTN with a settlement balance. A settlement balance for a phone she has not been able to use due MTN and their repair centre.

I would like to think that since MTN Waterfront or MTN repair centre is at fault for a supposed missing sim tray, they should have replaced the phone since they were unable to return the phone without a sim tray.