PATHETIC SERVICE MTN SECUNDA

Good Afternoon, I've been a MTN subscriber from 1998 and I've never had a problem with MTN until June of this year. I upgraded my business large contract for a business medium and the phone that i chose was the Hisense H60 5g. I was assisted instore by the Hisense store promoter and she advised me on the phone, showed me a video on the phone and gave me the specs of the phone. I then decided to take the phone as my upgrade phone. I was given a Hisense U962 as a free gift. I took the phone home and i was impressed with it because I've not take a new phone from 2018 (Hauwei PSmart 2018). The phone worked well for the 1st 2 days but i started to notice the screen started to jump and the phone heat up. By the 3rd day my screen LCD has started to go white and flicker. On the 4th day I took the phone back to MTN and told what was happening and the phone was booked in to be checked. I was given a call about 3 days later to inform me that the screen was damaged and the phone was to be replaced. I waited 5 days before i tried to contact the Hisense store assistant and requested the number for the supervisor. I tried calling the Supervisor but I could not get hold of him. After 8 days i decided to go to the store and find out what was going on. I met the Hisense Supervisor but he stated that he never received my calls. When i should him the number that was given to me he stated that he hardly ever uses that number and that's the reason why he did not call me back. He brought me a new Hisense H60 5G and a cover for the phone a gift to apologize about the wait. I asked him a few basic questions about the phone and the answers that i received made me doubt taking the replacement phone. I spoke with the MTN consultant(Lisemelo Tsatsi) and requested if i could not take the new phone but rather take a different device because i did not trust the Hisense brand. She informed me that it could be done but it will take 8 to 11 weeks and i told her that i was happy with the wait. I still paid my new installment from end of June. After 8 weeks i went to the store to et feedback on how things are going i was then asked to return the free Hisense U962 before they can do the final approval. I had to get the phone from KZN as i gave the free phone to my mum. It took me a week to get the phone from KZN to Mpumalanga and i took to the store on Women's day, 9th August. I told the MTN service consultant that i saw the Huawei Y70 plus with a laptop and that's the device that i want. The consultant told me that she will check and get the package for me. She also told me that she would give me call before end of August to let me know how things are going on her side. I stated to panic as the contract that i wanted came with a takealot voucher for R600 which expires on 10th September. I went into the store at the end of August to find out feedback but the consultant told me it's my fault that things are delayed because i brought the free phone back a week late. I excepted the answer i received and she told me that she would call me in a week to give me feedback. the week has come but i never received the call and i went back to the store to find out what's going on. When i get there i was told that that there is a problem because they do not know how to book down 2 IMEI numbers on the contract and she get on the phone and asking someone to assist her. I ask her for a reference number because we are in September and this is dragging on from June. She gives me a reference number (REQ***)and tells me that she will call me on Monday 12th with feedback. on Friday,16th September i had to take time off work to got to MTN and find out what's going on. When i get there Lisemelo picks up the phone to call someone for an update. I sit and wait to get feedback but this time she gives me a new problem. She does not know who is going to credit the Hisense device which i gave back on the 6th or 7th of June. I ask to speak with the store manager but he gives me a reply that the issue is being sorted out and that's in the pipe line but with no proper information. He then tells me that he needs to assist on of his staff and he will come back to me. Once i heard that i got up from the chair and let the store because i feel like they are wasting my time and they are not taking me seriously. They changed my contract to fewer minutes and gigs from my initial contract. I even asked them to cancel my upgrade so that i can drive to the next town (90km away from Secunda)and upgrade my contract. I have lost all faith in the Secunda MTN branch and i will not be doing any business with them going forward. They don't seam to take my serious. How can i pay for a contract when i don't have a phone? I want them to give me the same deal that i showed the consultant on the 9th of September. I'm not worried if the store has to pay for the extras. I will have to get my lawyer involved if this matter is not sorted out by the end of the month. The cost of the lawyer will also be billed to the store. They have never even tried to call me once with any feedback. I need to be the one taking time off work to go sit in the store to get no updates / answers.